Job Description

Customer 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

Bachelor's degree in engineering (Mechanical, Automotive, Electrical, or Power electronics)
10 years of work experience in the automotive industry in Quality and Customer Quality functions
Proven experience in customer warranty management and external defect cost reduction
Strong knowledge of quality management systems and standards (e.g., ISO 9001, IATF 16949)
Demonstrated ability in field failure analysis and root cause investigation
Proficiency 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 teams
Experience with automotive diagnostic tools and system-level troubleshooting
Knowledge of statistical and data analysis techniques