Customer Complaint Team Leader

About the role

We are seeking an experienced Customer Complaint Team Leader to drive the resolution of automotive quality issues and ensure high customer satisfaction. The role combines technical analysis of mechatronic assemblies with strong leadership of a dedicated complaints engineering team.

Key responsibilities

• Lead, coach and evaluate the customer complaints team, conducting daily shop‑floor meetings.
• Act as the primary escalation contact, forming task‑forces and managing de‑escalation action plans.
• Ensure timely handling of complaints, preparing 8D reports, analyses and communicating via customer portals.
• Analyze mechatronic and electronic assembly issues and document findings in SAP QM.
• Define and coordinate immediate and corrective actions with production, R&D, SQA and other stakeholders.
• Monitor claim portals, collaborate with Claim Management, and provide regular reporting on customer satisfaction and lessons learned.

Required profile

• Engineering degree in Mechatronics.
• 10+ years of experience in automotive quality or customer‑complaint management, including team‑leadership.
• Proven ability to manage, evaluate and develop complaint engineers.
• Strong communication, negotiation and customer‑handling skills.
• High autonomy, structured mindset and cost‑oriented approach.

Required skills

• 8D problem‑solving methodology.
• SAP QM.
• Core quality tools: FMEA, SPC, MSA, PPAP, APQP.
• Analysis of mechatronic and electronic assemblies.
• Advanced reporting and presentation abilities in English.