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Customer Success Manager

Location:

Subang Jaya, 10, MY, 47500

Work Site: Hybrid

Duration: Permanent / Unlimited

Date: Jun 20, 2025

Two billion people eat food every day that was produced with Bühler equipment. One billion people drive vehicles whose parts were manufactured with our machines. Bühler aims to balance humanity, nature, and the economy in every decision as it develops solutions that unlock sustainable business opportunities in the global food, feed, and mobility industries. We strive to create innovations for a better world, with a special focus on healthy, safe, and sustainable solutions. Therefore, we team up with customers, start-ups, multinationals, and academia to accelerate impact together.

Summary

We are seeking a motivated Quality Officer responsible for implementing global quality standards, managing and resolving customer complaints, and reinforcing a continuous improvement mindset within the local service business. You will ensure that all products and processes meet Bühler’s high standards of quality and compliance.

Bühler is a global leader in manufacturing equipment to produce food, feed, and advanced material, sustainably feeding the world every day. Our global Service Business is growing and transforming, and we are looking for a motivated and experienced Quality Officer who contributes to our mission: “Partnering for better Outcomes”.

Join the Quality Team today!

Job Responsibilities

As a Quality Officer, you will play a critical role in driving service quality and fostering a culture of continuous improvement within the services business. You will liaise with cus-tomers and internal stakeholders to ensure timely and satisfactory resolution of com-plaints. You will sustainably improve service quality through analyses and improvement measures.

Implement the global and regional service quality strategy, and monitor service workshops and operational processes to ensure adherence to quality standards and customer satisfac-tion
Ensure that our customers receive assistance with their concerns.
Ensure compliance with all applicable laws and guidelines related to quality.
Identify potential issues or barricades and address them proactively to ensure customer satis-faction and retention
Lead and manage customer complaints and warranty management processes effectively, ensuring timely and satisfactory resolution of claims
Monitor and maintain the CAQ (Computer-Aided Quality) system for accuracy and efficiency
Analyse data to make data driven decisions, and provide regular reports and updates to the management on service quality and improvement initiatives
Perform root cause analyses, and drive continuous improvement initiatives (e.g. by 8D re-ports) to enhance service quality and effectiveness
Conduct quality audits and assessments, and train employees on quality standards/policies, procedures, and best practices
Collaborate with Sales and BA/BU to identify opportunities to expand customer relationships and drive revenue growth
Familiar with customer satisfaction review tool, such as Net Promoter Score (NPS), where it can be use to monitor customer satisfaction level and taking action to address any concerns or issues

Qualifications

Bachelor’s degree in quality management, engineering or similar field, or equivalent educa-tion through other educational paths
At least 5 years of experience in quality assurance or quality control roles
Familiarity with relevant laws, regulations and standards (e.g. ISO 9001, ISO 14001, ISO 45001) and with quality tools and methodologies (e.g. six sigma, 8D, FMEA)
Basics of measurement technology for production control, equipment monitoring and preven-tative maintenance
Basics of statistics for production control / process control and technical abilities
Strong attention to detail and observational skills, analytical and problem-solving skills
Basic SAP ERP knowledge
Strong communication and interpersonal skill, with team player-mentality and ability to col-laborate with cross-functional teams internally and externally
Excellent written and verbal communication skills in both local language and English
Solid negotiation skills to handle complex customer issues
Has handled difficult customers or situations and able to demonstrate resolutions.
Strong and resilient mindset and willingness to confront challenging situation or cases.

Preferred (Desirable) Qualifications

Certification in quality assurance or quality control, such as CQE (Certified Quality Engineer) or CQA (Certified Quality Auditor)
Basic knowledge of local and regional standards and requirements (e.g. CE regulations, REACH, RoHS)
Basic food safety knowledge
Knowledge / education in conflict management, communication, meeting and moderation techniques

At Bühler we are not only offering working opportunities and international exchange of like-minded professionals. We are more than just a global company. Our value proposition to transform the way companies feed and move the world, is driving positive change in the industries in which we operate globally. Become a part of a dynamic environment that combines your drive for innovation with a world of possibilities. Joining us means embracing a shared purpose of creating innovations for a better world while becoming part of a company that is dedicated to your success.

As a global organization, we embrace the diversity of our global workforce. At Bühler, you will collaborate with professionals from around the world, each bringing in a unique perspective to the table. It is a business priority for us to harness the diversity of our global workforce and include them in their uniqueness to create a culture of belonging guided by our TOP values – Trust, Ownership and Passion. Embark on a journey that combines the excitement of global collaboration with the reassurance of a welcoming workplace.

Let’s create impact together!

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