Customer Experience Quality Manager (2025-4590) Mjölby, Sweden
In Toyota Material Handling Europe, we are 13,500 colleagues passionate about supporting companies of all sizes with todays and tomorrow's material handling challenges. Because we know that our business and our industry are essential and sometimes even critical for you, for daily life and society at large.
In our respective Headquarters in Mjölby and Gothenburg, Sweden, Willebroek, Belgium, or in our Sales companies across Europe or in our factories in France, Italy and Sweden, you can be part of an extraordinary journey. And together we will Move the world towards easy and sustainable.
The Position
As a part of the Market Operations organisation, the Customer Experience Quality Manager will be a significant contributor to lift to the next level the experience perceived by our customers by coordinating efficiently the resolution of major issues across the organisation.
You are identifying the most common and painful issues affecting our customers across Europe based on customer information provided by the functional and company surveys sent by our Marketing & Sales Companies. You are also following up and reporting status, up to the final resolution.
As a second priority, you lead and coordinate the implementation of TPS methodologies in each of our TMHE MSCOs entities in the purpose to solve fast and efficiently the customer pains identified in their local market. This activity will be proceeded by coordinating with the Toyota Lean Academy to confirm the quality of each local “Dantotsu” quality improvement process.
In this role you will report to the Director of the Toyota Lean Academy, Michael Lambert.
Your Responsibilities
Responsible for the overall management and the effective resolution of the most critical customer issues reported by customers surveys across Europe; not systematically being the leader in the resolution but securing that a structured and efficient activity is proceeded by the responsible TMHE departments. Acting in case of unclear responsibility.
Detecting and clarifying top issues in Europe from customers feedback in good interface with our Marketing & Sales companies, making prioritization, organizing leadership/task forces and securing a structural approach for resolution
Monitoring the evolution of the issues in time, confirming the effect of the implemented countermeasures and keeping the organisation up to date until resolution
Being the Quality representative in the T-Smile program; therefore, contributing to regular progress meetings with countries physically or by Teams and training/coaching them to the related TPS methodologies
Leading a regular steering committee supporting you in fixing the issues across the organisation.