Customer Service Eng Quality

Job Description

About the Team

At ZF Santa Rosa, the Customer Service function is part of the Quality organization and works closely with plant teams, Corporate Quality, Finance, and automotive customers. The team coordinates responses to product nonconformities, supports root-cause analysis, and helps implement effective corrective actions. It also manages customer requirements, quality performance indicators, warranty topics, and customer visits. The position contributes to a customer-focused culture built around quality, compliance, and continuous improvement.

What you can look forward to as Customer Service Coordinator:

• Manage official and informal customer complaints from OEM and Tier 1 customers, coordinating containment, root-cause analysis, corrective actions, and timely responses.
• Support cross-functional teams in problem-solving activities and verify the effectiveness of corrective actions using customer and quality requirements.
• Maintain customer portals and ZF systems, monitor quality indicators, and prepare weekly reports for Corporate Quality.
• Manage customer visits, escalations, annual validations, customer-specific requirements, and the receipt and shipment of parts.
• Review customer requirements and help ensure their implementation across the Santa Rosa plant’s assembly lines.
• Receive and manage Level 2 warranty claims and maintain failure information for original equipment and aftermarket products.
• Monitor quality-related costs, report plant expenses to Finance and Corporate teams, and coordinate payments to suppliers supporting customer complaint activities.
• Support compliance with IATF 16949, ISO 9001, ISO 14001, ISO 45001, customer-specific standards, and ZF’s “Living Zero Defects” quality policy.

Your Profile as Customer Service Coordinator:

• Bachelor’s degree in Engineering or another relevant discipline.
• At least three years of experience in the automotive industry, preferably within Quality, Customer Service, warranty, or customer complaint management.
• Knowledge of automotive Core Tools, including FMEA, Control Plan, MSA, SPC, APQP, and PPAP, as well as structured 8D problem-solving in VDA format.
• Familiarity with IATF 16949, ISO 9001, and customer-specific requirements; experience with OEM customer portals is an advantage.
• Strong communication, negotiation, conflict-resolution, leadership, and time-management capabilities.
• Advanced English proficiency; German or Chinese language skills are desirable.
• Availability to travel and flexibility to support business and customer requirements when needed.

Why you should choose ZF in Santa Rosa?

• Join an international automotive technology organization with exposure to leading OEM and Tier 1 customers.
• Work in a collaborative, cross-functional environment focused on quality, customer satisfaction, and continuous improvement.
• Develop specialized expertise in automotive quality systems, customer-specific requirements, warranty management, and problem-solving methods.
• Contribute to a workplace committed to product quality, environmental responsibility, and occupational health and safety.