Job Overview: Electrica Engineers Pvt Ltd is seeking an experienced and detail-oriented Senior Executive Engineer for the Customer Support in Quality Department . The ideal candidate will be responsible for handling Customer Complaints, ensuring their Effective Resolution, and Driving Continuous Improvement initiatives to enhance Product Quality and Customer Satisfaction. The Senior Executive Engineer will work closely with the Quality team to manage complaint handling and ensure the closure of all Customer Issues Related to Quality . Key Responsibilities: Customer Complaint Management: Investigate and resolve customer complaints related to product quality, ensuring effective resolution and maintaining customer relationships. Data Analysis: Analyze customer feedback and quality data to initiate corrective actions and identify trends or recurring issues. Quality Issue Resolution: Address quality issues quickly, implementing corrective actions to minimize production impact and prevent recurrence. Continuous Improvement: Lead continuous improvement initiatives, ensuring that processes are optimized for product quality and operational efficiency. Training and Development: Provide training to team members and other departments on quality standards, complaint management processes, and root cause analysis techniques. Prepare and Present Reports: Regularly compile and present quality reports to senior management, covering key performance indicators, customer complaints, and improvement actions. Monitor Quality Metrics: Continuously evaluate quality metrics and performance indicators to ensure that targets are met. Maintain Quality Documentation: Update and manage quality-related documentation, including customer complaints, corrective actions, and field claims. 8D and Problem Solving: Prepare 8D reports and other problem-solving documents, ensuring their effective closure and submission. Regulatory Compliance: Ensure compliance with relevant industry regulations, including IATF 16949, and support external audits. Cross-Functional Collaboration: Work with teams such as Engineering, Manufacturing, and Supply Chain to ensure quality standards are maintained and to resolve customer issues. Root Cause Analysis: Conduct thorough root cause analysis for quality issues, implement corrective actions, and ensure proper follow-through to eliminate recurring problems. Customer Satisfaction: Ensure that products and services meet customer expectations and regulatory quality standards, resolving issues promptly. Support Audits: Support internal quality audits and contribute to the company's external certifications. Desired Qualifications: Education: Diploma or Bachelor's degree in Engineering (preferably in E&TC or Mechanical). Experience: Minimum of 5-8 years of experience in electronics assembly or a related field with strong focus on customer support for OEMs (e.g., TML, M&M, SAVW, Stellantis). Key Skills: Analytical Skills: Ability to analyze data and perform root cause analysis to resolve quality issues. Problem-Solving: Effective at identifying quality challenges and developing solutions to address them. Customer Complaint Management: Proven experience in managing customer complaints and ensuring timely resolutions. Communication: Strong communication skills to work with customers, suppliers, and internal teams. Continuous Improvement: Demonstrated commitment to driving continuous improvement initiatives. Quality Audits: Experience conducting or managing quality audits, including knowledge of IATF 16949 standards. Quality Documentation: Expertise in preparing and maintaining quality-related documents such as CP, PFMEA, MSA, SPC. Collaboration: Ability to work effectively with cross-functional teams to achieve quality goals. Capabilities & Desired Characteristics: Technical Support Expertise: Ability to provide clear and effective technical support to customers via phone and email, addressing their concerns and troubleshooting issues efficiently. Analytical & Problem-Solving Skills: Strong analytical skills to identify, analyze, and resolve complex customer issues with effective solutions. Industry-Specific Experience: Hands-on experience with troubleshooting and resolving issues in the Lighting industry , ensuring the optimal performance of products. Communication Skills: Excellent communication and interpersonal skills to interact effectively with customers and internal teams, ensuring smooth and clear exchanges. Attention to Detail: Strong attention to detail, ensuring high-quality standards are maintained in all aspects of customer service and product support. Composure Under Pressure: Ability to stay calm under pressure and handle difficult or urgent situations, managing customer complaints and meeting deadlines without compromising quality. Regulatory & Industry Knowledge: In-depth understanding of industry standards and regulatory requirements, ensuring compliance in all aspects of product quality and service. Root Cause Analysis & Corrective Actions: Experience in performing root cause analysis for customer complaints, implementing corrective actions, and ensuring effective resolutions to avoid recurrence. Organizational & Time Management Skills: Strong organizational skills with the ability to manage multiple tasks effectively, prioritize responsibilities, and meet deadlines in a fast-paced environment. Collaborative Teamwork: Ability to work collaboratively with cross-functional teams, including engineering, manufacturing, and supply chain, to resolve customer issues and drive continuous improvement. Training & Development: Experience in developing and delivering training programs to internal teams, ensuring consistent and high-quality customer support. Proactive Problem-Solving: A proactive approach to identifying and addressing potential issues, continuously improving processes and solutions to enhance customer satisfaction. Customer Complaint Management: Extensive experience in managing and resolving customer complaints in a timely and efficient manner, ensuring customer satisfaction and retention. Commitment to Continuous Improvement: Demonstrated commitment to continuous improvement through process optimization, quality enhancement, and operational efficiency in customer support and product delivery. Employee Benefits- 1. Comprehensive Health Insurance We prioritize the well-being of our team by offering comprehensive health coverage, ensuring peace of mind for you and your family. 2. Professional Development Opportunities At Electrica, we believe in continuous learning. We provide access to training programs, workshops, and certifications to help you grow in your career. 3. Work-Life Balance Support We promote a healthy work-life balance through flexible working hours and paid time off, ensuring you have time to recharge and focus on what matters most.
