Team Leader – Complaint Management

About the role

We are seeking an experienced Team Leader to head our Customer Complaint Management function within the automotive sector. The role involves overseeing a team of engineers, handling escalations, and ensuring timely resolution of mechatronic and electronic assembly issues.

Key responsibilities

• Lead, coach and evaluate the customer complaints engineering team, conducting daily shop‑floor meetings.
• Act as the primary escalation contact, forming task forces and managing de‑escalation action plans with key customers.
• Ensure prompt handling of complaints, preparing 8D reports, analyses and updates via customer portals.
• Analyze mechatronic system complaints and record findings in SAP QM.
• Coordinate immediate and corrective actions with Production, R&D, SQA and other stakeholders.
• Monitor customer portals, collaborate with Claim Management and drive continuous improvement.
• Provide regular lessons‑learned reports to MAT and corporate headquarters on customer satisfaction and complaint trends.

Required profile

• Engineering degree in Mechatronics.
• 10+ years of experience in quality or customer‑complaint management within the automotive industry.
• Proven leadership of complaint‑handling teams and experience in escalation management.
• Strong organizational, analytical and reporting abilities.
• Fluent English; German is a plus.

Required skills

• 8D problem‑solving methodology
• FMEA, SPC, MSA, PPAP, APQP
• SAP QM
• Analysis of mechatronic and electronic assemblies