Job interview - Stéphane, Customer Quality and Logistic Leader
The "Customer Quality and Logistic" Department is composed of 9 people between Thyez & Pune.
- What are your missions?
My main mission is to serve customers by providing them with quality and logistical support; these are the 2 aspects of my job.
For the Logistics part, I ensure, with the Customer Logistics team, the follow-up of customer portfolios in order to guarantee them an on-time delivery and inform them in case of risk of delay.
Concerning Quality, it is more an after-sales service function to manage customer quality complaints, ensure the replacement of defective products and analyze the quality of the defect using problem-solving tools.
The purpose of my work, with the After-Sales Team, is to troubleshoot, solve the customer's Quality and/or Logistics problem and always serve him better.
Upstream, we have a strong link with the sedentary and field sales teams because they are also in the front line with customers. Our actions are transversal through the many departments of the company: purchasing, production, design, laboratory...
I also provide support to the team in order to guide certain decision-making and decide on certain issues. This organization is duplicated in both France and India. We have a daily collaborative work between the France and India team.
- What are the skills required to do this job?
Basically, I have a DUT in Mechanical and Production Engineering and a Master's degree in Quality. A good level of English is necessary because it is a daily language, internally, with the Indian team and with sister companies, international clients. It is also useful to have a good mechanical technical level and to be able to read a plan.
Concerning the human aspect, it is essential to have a very good interpersonal skills, to be resistant to stress and reactive.
- What do you like to do the most in your work?
Successfully solve problems encountered by the customer. Achieving final customer satisfaction is the reward. I also like to introduce our production site in India and its staff to customers or colleagues. I go there at least twice a year.
- What is difficult about your work?
The most difficult thing is to sometimes be confronted with customer discontent, and not be able to provide solutions as quickly as I would like.
- Why did you choose this job?
I chose this job because of its relational aspect, the fact of being in direct contact with clients and helping them to solve their problems. Also, there is a great diversity of tasks that I like very much. Each problem is unique, as are the technical and organizational solutions implemented to solve it.
- A little anecdote?
I had the opportunity to get into an A350 in assembly at Airbus to visualize our products.