Customer Support - Module Quality

Purpose/Objective

The job purpose of a Shift Engineer - Cluster - CS is to manage customer service aspects of module quality by addressing complaints, conducting site visits, logging customer feedback, and facilitating the rectification process with free-of-charge (FOC) modules and raw materials.

Key Responsibilities of Role

Acknowledge Complaints and Respond to Customers Within 24 Hours: - Promptly acknowledge and respond to customer complaints within 24 hours to ensure swift resolution and maintain customer satisfaction. Customer Site Visit: - Perform site visits to investigate and resolve quality issues reported by customers, ensuring thorough assessments and effective solutions. Receiving & Logging All Customer Voices: - Collect and log customer feedback from various channels (e.g., email, WhatsApp, network) to systematically address and track customer concerns. Sending FOC Modules and Raw Material for Rectification: - Organize and send free-of-charge (FOC) modules and raw materials for rectification, ensuring that customer issues are resolved effectively. Training and Development: - Provide training and development for team members on customer service protocols, quality control processes, and best practices to enhance their skills and performance. Documentation and Reporting: - Maintain records of customer service interactions, document feedback and complaints, and prepare reports on customer service metrics. Key Stakeholders - Internal: - Customer Service Team - Quality Assurance Team - Production Team - Shift Supervisors Key Stakeholders - External: - Customers - Service Providers - Regulatory Agencies - 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/Diploma in Engineering (Electrical/Electronics/Mechanical). - Desired: BE/B.Tech. Work Experience (Range of years): - Min 2-5 years in customer service or support. Adept at managing customer queries, complaints, and providing technical support related to product quality. Certification: