Key Result Areas/Accountabilities: |
Key Result Areas/Accountabilities | Supporting Actions |
- Lead New Product Development & Qualification
| - Lead & support the customer product qualification processes
- Lead product development cycle to ensure timely qualification and start of commercial supplies. Communicate accurate impact of delays and escalate where required to keep projects on track.
- Cross-functional collaboration - Work closely with R&D, Plant operations and quality teams on both sides to ensurethe product development and qualificationare aligned with the customer expectations.
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- Lead technical discussions
| - Strengthen efforts of Sales team for technical discussion for the successful on-boarding of customers
- Serve as the primary technical point of contact for customers, addressing their inquiries, concerns, and technical support needs
- Collaborate with plant personnel to troubleshoot technical issues and implement appropriate solutions.
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- Drive Customer Centricity
| - Build strong understanding of the Customer's manufacturing technologies & process for effective technical support.
- Drive Integration of customer product requirements into the Hindalco's manufacturing processes and quality inspection methods.
- Focus on reducing incidents/complaints, effective complaint management - through Route Cause Analysis (RCA) and Corrective & Preventive Action (CAPA).
- Drive Customer Satisfaction, secure Quarterly feedback scores, communicate to the business, monitor & ensure implementation of corrective actions.
- Foster strong relationships with key stakeholders, including plant personnel and customers.
- Engage in regular communication and feedback sessions to strengthen the partnership between the organization and customers.
- Act as a bridge between customers and internal teams to ensure a seamless flow of information.
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- Owning Customer Experience through complain resolution
| - Drive prompt resolution of customer complaints through effective coordination with cross-functional teams
- Guide customers in their product development or technical know-how journey's.
- Lead timely & effective closure of customer complaints
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- VOC / Training & Support
| - Communicate VOC to Plant & marketing team
- Training sales team members for technical aspects
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- MIS & Reporting
| - Sharing of key developments and actionable areas post customer visit
- Maintain and records number of incidents/customers complaints and their impact
- Analyses along with Plant Team on resolution of sticky issues.
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