Customer Quality – Electronics

JOB RESPONSIBILITIES

• To ensure high levels of customer satisfaction by managing customer quality issues, warranty failures, and field returns related to electronic products
• Customer Quality & Warranty Management
• Act as the single point of contact for customers on quality, warranty, and field failure-related issues.
• Handle warranty failures, field returns, and customer-reported quality concerns for electronic products.
• Perform detailed warranty analysis to identify failure trends, systemic issues, and high-risk components.
• Prepare and submit 8D / RCA reports for warranty and field failures within customer-defined timelines.
• Monitor warranty PPM, field failure rates, and drive continuous improvement actions.
• Field Failure Analysis & Customer Support
• Analyze returned parts from customer locations to determine root cause and failure mechanisms.
• Coordinate with internal teams for containment actions, corrective actions, and design/process improvements.
• Support customer place visits for failure investigation, quality reviews, and issue resolution.
• Represent the organization during customer meetings, reviews, and escalation calls.
• Technical Expertise – Electronics
• Strong hands-on knowledge of PCBA, electronic components, and SMT/THT processes.
• Ability to analyze electrical, functional, and environmental failures.
• Knowledge of solder joint defects, component failures, ESD issues, and reliability concerns.
• Support failure analysis using AOI, X-ray, functional testing, and lab evaluations.
• Cross-Functional Coordination
• Work closely with Manufacturing, Design, Supplier Quality, Process Engineering, and Production teams.
• Drive CAPA implementation and verify effectiveness for warranty and customer issues.
• Support customer audits, quality walkthroughs, and on-site investigations.