Key Responsibilities:
1) Claim & Complaint Management:
- End-to-end management of customer and partner claims from registration to closure.
- Follow up with partners for corrective action, material replacement, credit notes, and closure of all open notifications.
- Track claim cycle times, escalate delays, and drive on-time resolution to meet SLA targets.
- Maintain complete documentation for audit readiness and traceability.
2) Partner Qualification & Risk-Based Evaluation:
- Support new partner qualification by performing document review, capability review, and compliance checklists.
- Apply risk-based approach: evaluating partners based on capability assessment, compliance verification, past performance, complaint history, delivery reliability, audit results, and criticality of supplied items.
- Maintain partner qualification records, risk scorecards, and approval documentation.
- Maintain and update partner qualification records and scorecards in SAP.
3) Partner Performance Management:
- Prepare performance scorecards covering quality, delivery, responsiveness, claim ratio, and risk level as per defined time to evaluate, track, and enhance the performance of partner.
- Track improvement actions and escalate chronic performance gaps.
- Provide data-driven inputs for partner development and corrective actions.
- Compile quarterly reports for review by the Reporting Manager.
- Generate claim MIS, trend charts, partner-wise claim ratio, repeat defects, and risk-based partner ranking.
4) Cross-Functional Collaboration:
- Work closely with Incoming Quality, Final Quality, Product management, and Customer Teams for claim resolution.
- Support cross-functional teams with technical data, inspection documentation, and clarifications.
- Engage with the laboratory team & incoming team to support claim handling.
Qualifications and Experience:
- Bachelor's degree in mechanical / production/industrial engineering
- 3–5 years of experience in product management, quality assurance, and complaint handling
- Strong understanding of Quality Standards, quality core tools-APQP, PPAP, FMEA, MSA, SPC, Processes like machining, forging, heat-treatment, surface treatment.
- Proficiency in ERP systems (SAP preferred) and advanced MS Excel / Power BI skills.
- Excellent communication, presentation, and people skills.
- Ability to work independently, manage multiple priorities, and travel to client or supplier sites as required.
