Customer Support - Module Quality

Purpose/Objective

The job purpose of a Cluster Manager - CS is to manage and enhance customer service quality by overseeing customer complaint handling, satisfaction surveys, and compliance with CAPA. The role also involves developing team members, utilizing digital tools for customer feedback, and ensuring accurate documentation and reporting.

Key Responsibilities of Role

Quality Control Documentation & Procedures: - Develop and maintain quality control documentation and procedures related to customer service. Internal Audits: - Conduct internal audits to ensure compliance with customer service standards and identify areas for improvement. CAPA Compliance & Monitoring: - Oversee the implementation and monitoring of Corrective and Preventive Actions (CAPA) to address customer complaints effectively. Capturing Customer Voices: - Use customer satisfaction surveys to capture and analyze customer feedback and identify areas for improvement. Training and Development: - Train and develop team members on customer service protocols, complaint handling, and best practices. Use of Digital Platforms and Tools: - Implement and manage digital platforms and tools for capturing and tracking customer feedback and service performance. Documentation and Reporting: - Maintain accurate records and prepare detailed reports on customer service activities, including CAPA status, customer feedback, and team performance. Key Stakeholders - Internal: - Customer Service Team - Quality Assurance Team - Production Teams - Sales Managers Key Stakeholders - External: - Customers - Service Providers - Regulatory Bodies - External Consultants

Technical Competencies

Data Analytics and Reporting-Solar Mfg,Product Design and Validation Expertise-Solar Mfg,Product Reliability Testing Procedures-Solar Mfg,Quality Analysis Tools (Gauge R&R and 7QC Tools)-Solar Mfg,Quality Control Documentation & Procedures-Solar Mfg,Quality Management Systems (QMS)-Solar Mfg,Semi-Conductor Awareness-Solar Mfg

Qualifications and Experience

Educational Qualification: - B.Tech in Engineering. - Desired: BE/B.Tech. Work Experience (Range of years): - Min 12-18 years in customer service management with quality experience. Proven skills in managing customer service operations, addressing quality-related issues, and improving service processes. Certification: