Quality Customer Support (Senior Engineer)

Job Description

Sona BLW Precision Forgings Limited Job Description JD Code QTY09 Department Quality Customer Support Designation Senior Engineer Reports to Senior Manager Quality (Customer Support) Qualification BE Graduate Preferred industry Automotive Industries Experience 5 10 Years Location Chennai JOB DESCRIPTION Key Accountabilities / Responsibilities: Good communication skills Written & Spoken fluency in English Must. Prior Experience in Handling OEM customer is Must and Understanding customer org, ensure support to customers. Effective coordination with Internal Team/Customer support Team - Negotiate and convince customer with corrective action Process/Product knowledge Hubwheel or Driver Motors , PCB & Electronic products, EV Controllers. Hands on experience in Motor level testing Oscilloscope, CAN Tool, free spin test, Multimeter testing, Data logger etc. Manage and coordinate customer PPM /Quality Rating Act as first contact for customer quality related issues to ensure that customer requirements are understood and addressed in a timely and effective manner Good understanding of customer expectations and deliverables with an awareness of the impact of failure/cost of poor quality Establish and maintain good working relationships with customers resulting in excellent customer satisfaction. Thorough knowledge in 8D problem solving methodology Customer Complaint & Field failure analysis and preparation of G8D report for customer complaints. Leads containment activities & Ensure immediate containment activities when a customer complaint is communicated Visit end customer site/Dealer site for Joint analysis and Live case analysis and to communicate corrective actions taken and strengthen customer relations. Prepare daily, weekly, monthly quality reports and present to management. Knowledge on IATF 16949 QMS requirements Experience with Advanced Quality Processes PPAP, APQP, PFMEA, 8D, FMEA, MSA, SPC, PPAP, GD&T , DOE E-Component part analysis and supplier follow up for 8D report Warranty Support: - Complete detailed warranty analysis on specific field failures, as required Attend customer warranty meetings as required. To keep accurate records of warranty submissions, rejections and Liability Ensure that analysis data is reported to customers within agreed time scales in customer specific format as required Conduct detailed trend analysis of warranty return parts, claims, costs and exposure going forward to determine corrective and preventative actions to support both Production and Supplier SMT Process: Detailed failure analysis of SMT PCBA by using Multimeter, Oscilloscope E-Component analysis using instruments ESD Awareness (ANSI 2022 Standard) Handling EMS Supplier Knowledge on Thawing, Baking, stencils, Pick n Placement, Reflow oven. Thorough knowledge in CQI-19 audit Good Knowledge in IPC-610G, IPC-7525 & IPC-7711 IPC 610G Certified 3D Automatic Optical Inspection acceptance criteria E-component failure analysis and handling supplier Hands on experience in Microscope, DTC trouble shooting, circuit analysis & Component level analysis Knowledge in Product audit Microscope inspection, X-ray inspection, Cross section analysis, coating thickness Individual component functional check Knowledge in ICT and FC CAN Tool Good knowledge in CAN analyzer tool to identify faults Software Flashing using CAN analyzer Diagnosis & trouble shooting using CAN tool Vehicle Application Study Customer complaint and warranty failure analysis using CAN tool System Testing Vehicle level diagnosis Verification of vehicle test at different running condition based on software Vehicle surge study Identification of fault at vehicle testing Knowledge on EV Power Train vehicle testing Knowledge on Motor, controller and vehicle integration Motor and Controller Dyno testing knowledge Knowledge in EMI/EMC testing for applications Hardware Level E-Components applications knowledge Circuit / Schematic drawing understanding and analyzing MOSFET/DIODE/CAPACITOR/PCB and other E-component debugging Knowledge in PCBA diagnosis Understanding of DV & PV test case and result Key Performance Indicators: Customer PPM Target/ Quality rating/COPQ 8D closures within stipulated period of time Warranty Trend (Within target) Person/Competency Specification Essential:Desirable:Knowledge: Effective Communication skill 8D Process Strong knowledge of APQP, PPAP, FMEA, MSA, SPC Knowledge of IATF 16949 Experience in Handling Overseas OEMs Understanding of engineering drawings and manufacturing processes Hands on experience in handling EV related customers Personal SkillsAttributes: Good attitude to learn Dynamic / go getter Planning and prioritizing activities Good communication and interpersonal skills Negotiation skills Problem-solving skills Team working skills Analytical skills Ability to work on own initiative Good communication skills Group work culture, Soft skills Flexible to provide good support to customer Understanding of cost and financial impacts Ability to present data effectively Key Functional Competencies: Problem Solving Methodology 8D, Why/Why Analysis. Thorough knowledge in Customer specific requirements Experience of dealing with customers and suppliers Experience in dealing with Customer audits and IATF audits Experience of working in Quality Assurance Customer support / Customer representative experience Hands on experience in handling,Line rejection/Warranty concern Key Leadership Standards: Motivate team member to participate in small group activities Demonstrate to the team in need Follow systems and be predictable Participate in other activities apart from regular work. Preferred Companies: Ather EV, Bajaj EV, Ampere EV, Hero EV, Wabco, Valeo, Bosch, Denso, ZF, Cummins, Aptiv, Continental, Federal-Mogulul,Hella Visteon, Hanon Systems, Mahle electric, Lucas TVS, Yazaki, Igarashi motors, Rane, SEG, KIML, Johnson electric, Bonfiglioli.. ) Form NumberHR-FR-23Revision Number01OriginatorHRRevision Date27- Mar23