Issue Resolution Representative

Job Summary

We are looking for an Issue Resolution Representative you will lead the systematic reporting of all technical issues (TIs) for our clients and ensures they are routed to the responsible organization. Lead the consolidation of all TIs related information to enable fact-based communication and decision making.
The position is based in Querétaro, México and reports to Quality Manager
Tetra Pak is not sponsoring work visas or relocation for this position. 

What you will do

As Issue Resolution Representative, you will: 

• Receive and respond to all TIs in the QTIs system (Quality Technical Issues System)
• Ensure compliance with established KPIs related to Issue Resolution (IR) and TIs.
• Carry out the technical investigation necessary to understand the problem and its root cause using personal knowledge and involving appropriate competence where necessary.
• Prepare statistics of the TIs received by the organization and share them in the established forums.
• Coordinate arrival and rework of material to the plant.
• Supports the organization in the use of analysis tools for reported Tis.
• Carry out improvement projects focused on reducing the occurrence and recurrence of technical problems Tis.
• Know basic concepts of our Quality Management System and participate in audits internal and externals related to the complaints process (Lead Traceability and Product Withdrawal Exercises) and TIs reports.

We believe you have

• Bachelor’s degree in industrial or similar engineering.
• 4-5 years of experience 
• Proficient in English and Spanish Language.
• Specific experience leading and manage customer client. 
• Mandatory knowledge and usage of root cause tools,
• Oriented profile: Customer satisfaction, quality and excellence. 
• Microsoft Excel advanced, Minitab intermediate 
• Nice to have knowledge in SAP and Power BI