About this role
Custome Management
- Execute the customer warranty protocols and reduce external defect costs.
- Monitor the customer perception and define appropriate actions for customer satisfaction.
- Evaluate and manage customer requirements post approval and implement the same through plant quality
Customer Operational Quality Management
Field failure analysis ( System level )
- Conduct system level investigation for finding the root causes for quality issues, prepare and report for 0-km & field issue & presentation to customer working level team
- Prepare data for customer Sr management meetings indicating quality status and concerns
- Report concerns / risks to supervisor (as per escalation matrix) to seek appropriate management interventions / decisions.
- Execute troubleshooting process by using appropriate diagnostic tools to analyze system level interactions to the problem
Cross Functional Teamwork
Collaborate with various plants and departments on special projects to meet business requirements and ensure customer satisfaction (reduce customer complaints & liquidate blocked inventories)
Internal Quality Standards
Ensure readiness with all internal quality audit requirements for specific customers, address the escalations & non-compliance cases and ensure its resolution
Problem Solving
Execute to resolve quality issues by using appropriate Problem-Solving tools.
Qualifications:
Required:
Bachelor's degree in engineering (Mechanical, Automotive, Electrical, or Power electronics)5-8 years of work experience in the automotive industry in Quality and Customer Quality functionsProven experience in customer warranty management and external defect cost reductionStrong knowledge of quality management systems and standards (e.g., ISO 9001, IATF 16949)Demonstrated ability in field failure analysis and root cause investigationProficiency in using problem-solving tools and techniques (e.g., 8D, 5 Why, Ishikawa diagram)Excellent communication and presentation skills, with the ability to interact effectively with customers and cross-functional teamsExperience with automotive diagnostic tools and system-level troubleshootingKnowledge of statistical and data analysis techniques