Q&FS Technologist, Complaint Improvement

Job Description

Job Description:

📍 Location: Pakchong, Nakhon Ratchasima

Are you ready to make a meaningful impact in petcare quality and consumer experience? As our Q&FS Technologist – Complaint and Continuous Improvement, you’ll be part of a passionate team dedicated to protecting consumers, strengthening food safety standards, and driving continuous improvement across our operations. Together, we’ll turn insights into action, elevate quality performance, and help shape the future of Mars Petcare.

What You’ll Do

As our PCH Q&FS Technologist - Complaint, your key responsibilities will include:

• Lead Complaint Management Excellence – Oversee consumer and customer complaint handling processes, ensuring timely investigations, accurate categorization, and compliant responses aligned with Mars privacy and quality standards.

• Drive Continuous Improvement – Analyze complaint trends, identify root causes, and lead CAPA and continuous improvement initiatives to reduce recurring issues and uplift Q&FS performance.

• Manage Incident & PRIMP Processes – Function as PRIMP owner for complaint-triggered incidents, partnering with cross-functional teams to ensure robust RCA quality, governance, and timely resolution.

• Collaborate Across Teams & Markets – Partner with internal stakeholders, regional Q&FS teams, and customers to review complaint performance, deploy traceability standards, and strengthen quality systems across the site.

What We’re Looking For

We’re looking for someone who has:

• Relevant Experience – Minimum 3 years of experience in Quality & Food Safety Systems Management, including complaint handling, HACCP, and quality systems implementation within manufacturing or food-related industries.

• Key Skills – Strong knowledge of food safety systems, root cause analysis, CAPA management, complaint trend analysis, and continuous improvement methodologies.

• Soft Skills – Excellent collaboration, communication, problem-solving, and stakeholder management skills, with confidence working across functions and with senior stakeholders.

• Qualifications – Degree in Food Science or related discipline, with GMP and HACCP training preferred. Additional expertise in Quality and Food Safety Systems Management is an advantage.

Why Work at Mars?

At Mars, we offer more than just a job – we offer a career with a purpose and great perks! Here’s what you can expect:

• A Global Network – Work with diverse and talented Associates, all guided by the Five Principles.

• Purpose-Driven Work – Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.

• Learning & Development – Best-in-class learning and development support from day one, including access to our in-house Mars University.

• Competitive Compensation – An industry competitive salary and benefits package, including company bonus.

Diversity & Inclusion at Mars

• Mars is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

• If you need assistance or an accommodation during the application process because of a disability, it is available upon request.

• The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.