Director Complaint Management (m/f/d)

As a specialist for efficient drive technologies in commercial vehicles, buses and trucks, we see ourselves as a fast, innovative impulse generator for manufacturers such as operators who only pursue one goal: mobility that leaves no traces – except progress. 1,400 employees at 26 locations in 18 countries live our mission: “Mobility beyond today”. Support Driventic GmbH as

Job ID DH25-0102 | Location Heidenheim

You are responsible for global Complaint Management and lead an international team of employees. Ensure efficient, timely and high-quality processing of incoming complaints based on a structured error deposition process. You take over the professional and disciplined leadership of your team, develop employees in a targeted manner and promote structured, solution-oriented cooperation across country and functional boundaries. In your function, you act as a central escalation instance and control escalation rounds as well as interdisciplinary teams along the entire escalation matrix – all the way to the management level. You analyse relevant key figures and KPIs, identify structural weaknesses and conduct targeted measures for the sustainable improvement of processes, methods and processes in the Complaint Management. In addition, you represent the company in the case of complaints against international customers and business partners and conduct negotiations, in particular with regard to complaints and warranty costs. You ensure the consistent application and further development of the fault deposition process and actively contribute to continuously improving the quality standards in the area of responsibility. A further focus is on structured reporting on management and management, in particular with regard to Cause Analysis, Cost Developments and Progress and Effectiveness of Initiated Measures. As a central interface between management, management and operational areas, you ensure transparency, clear communication and targeted coordination – even in critical situations.

You have a degree in engineering, industrial engineering or a comparable qualification. You bring long-term, relevant experience in the Complaint and complaint management in the automotive field with, ideally in the commercial vehicle sector or with an OEM or Tier 1 supplier. You have profound expertise in the 8D methodology as well as in the control of complex complaint and escalation processes. You are used to act at management and management level, and convince by a sovereign appearance as well as pronounced negotiating strength. We require knowledge of German and English in word and writing; further language skills are advantageous. You are characterized by excellent stakeholder management, high enforcement capability and a strong sense of responsibility. An analytical, structured and solution-oriented way of working, as well as the ability to quickly capture and effectively control complex relationships, complete your profile.

Working at Driventic means thinking, driving forward, changing. We offer you an international working environment with an open and value-adding corporate culture. In addition, we offer flexible working models, sustainable development opportunities, various offers for the reconciliation of family and work as well as health and well-being