Customer Service Quality Engineer

About the role

Buhler Group in Casablanca is seeking a passionate Quality Engineer to join the Customer Service Operations team. The role focuses on ensuring high service quality and customer satisfaction through effective complaint handling, warranty case management, root cause analysis, and continuous improvement.

Key responsibilities

• Lead the handling of customer complaints received via the CAQ system.
• Operationally lead and continuously develop the Warranty Management process for Buhler customers.
• Ensure performance and service excellence of the Complaint Management and Sales Return processes, monitoring related KPIs.
• Drive sustainable solutions for recurring complaints by applying the 8D methodology across all business units.

Required profile

• Bachelor's degree in mechanical engineering, food processing, food technology, or a related field.
• 4‑5 years of experience in a Quality Department within services or project‑management environments.
• Knowledge of quality concepts such as RCA, CAPA/8D methodologies and ISO QMS.
• Basic understanding of finance; international work experience is a plus.

Required skills

• Root Cause Analysis (RCA)
• CAPA/8D methodology
• ISO Quality Management System (ISO QMS)
• Basic finance knowledge