Section Engineer -Claim Analyst CR

Skills & Competencies

1. Evaluation of initial feedback from CTS verification of internal observations about the CR product
2. First information report to customer within 24 Hours
3. Root cause and corrective actions identification with Cross functional team
4. Implementation and verification of corrective actions
5. Visits to customer premises during trials and abnormality
6. Gathering customer feedback and customer satisfaction index7. Rapid rejection settlement with customer8. CAPA implementation and effectiveness audit9. Weekly / Monthly review with customers10. IATF document preparation with respect to customer complaint handling process11. Involvement in customer VAVE activities12. Monitoring repetitive issues13. Post CAPA material performance tracking at customer end14. Product & process Data analysis CR Auto15. Customer imprint development Compilation of customer feedback and CAPA submissions16. Should have good understanding and basic knowledge of various processes in Cold Rolling process like Pickling & Tandem cold rolling mill17. Electrolytic Cleaning Line18. Batch Annealing & Continuous Annealing.19. Should have detailed knowledge about characteristics & usage of CR Auto grades20. Should have knowledge of Critical to Quality process parameters of Continuous annealed CR products & impact of these parameters on Product Quality & Mechanical property.21. Knowledge of customer specific requirements of various automotive OEMs with respect to product characteristics & end applications.22. Understanding of impact of mechanical properties and process parameters during product end applications.23. Basic knowledge and exposure to 7 QC tools24. Statistical Tools for data analysis25. DMAIC26. Quality Circle Projects27. MSA28. KAIZEN29. 5S30. Poka Yoke & various problem-solving methodology31. Monitor and control various customer specific KPIs like customer complaint ppm32. complaint resolution time33. number of repeated complaints34. customer satisfaction index etc.35. Participate in various Quality Management System process and product audits with respect to various certifications like ISO 900136. IATF 16949 & certification bodies.37. Hazard identification38. Risk assessment & control to be done to reduce potential risks improve safety in work area.39. Should have better negotiation40. presentation and communication skills to interact with customers41. Preferable Systems Knowledge: Tableau42. Power BI43. Mini Tab and other Analytical & Statistical process control software44. Manufacturing Execution System45. Familiar with various MS software s Especially Advance Excel & Power point

Working relationships Stakeholders

Internal :

Sales & Markering , Central Quality, operations, Demand chain management

External :

customer

Role Details

Function/ Division

Automotive Process Improvement & assurance

Location

Gujrat

Reports to

Section Head - Customer Claim Analyst CSR & Analysis Expert

Purpose - Why does this role exist?

This role is pivotal in the automotive steel industry as the Section Engg - Claim Analyst CR will be responsible for effectively managing the customer complaint process and ensuring high customer satisfaction through timely resolution and implementation of corrective actions.

One Safety Culture

At AMNS India Private Ltd, safety is the cornerstone of our operations, projects, and other activities. We believe in an interdependently safe culture with a greater sense of accountability within our workforce. We chose a zero-tolerance policy for unsafe work behaviours/practices, ensuring that everyone adheres to rigorous safety standards to protect themselves, their colleagues, and our workplace. All are expected to demonstrate a proactive commitment to safety, including identifying hazards and implementing adequate controls. Join us in fostering a culture where safety is non-negotiable, and every action contributes to our goal of a zero-incident workplace.

Key Result Areas (Key Performance Indicators)

1. Customer Complaint Management: Efficiently handle customer complaints, identify root causes, and implement corrective actions in collaboration with cross-functional teams to prevent recurrence and improve product quality.
2. Process Optimization: Leverage in-depth knowledge of cold rolling processes and product characteristics to optimize operations, enhance product quality, and meet customer requirements.
3. Continuous Improvement: Actively participate in quality management system audits, implement problem-solving methodologies, and drive continuous improvement initiatives to enhance overall operational efficiency.
4. Stakeholder Engagement: Maintain strong communication and collaboration with customers, effectively presenting solutions and gathering feedback to improve customer satisfaction and loyalty.

Critical Tasks (

a. Evaluate initial feedback from customers, verify internal observations, and provide a first information report to the customer within 24 hours.
b. Identify root causes and corrective actions in collaboration with cross-functional teams, implement and verify the effectiveness of corrective actions.
c. Conduct visits to customer premises during trials and abnormalities, gather customer feedback and customer satisfaction index.
d. Ensure rapid rejection settlement with customers and implement CAPA (Corrective and Preventive Action) with effectiveness audits.
e. Prepare IATF documents with respect to the customer complaint handling process and participate in customer VAVE (Value Analysis and Value Engineering) activities.
f. Monitor repetitive issues, track post-CAPA material performance at the customer end, and analyze product and process data to identify improvement opportunities.
g. Develop customer imprints by compiling customer feedback and CAPA submissions, and provide weekly/monthly reviews to customers.
h. Participate in quality management system and product audits for various certifications, and identify and control potential risks to improve safety in the work area.

Education Qualification & Certifications

B.E. / B.Tech or Post-graduate in Metallurgy and / Material Science or Mechanical with relevant experience

Relevant Experience

5+ Years of experience shall be of independently managing customer complaint process & process knowledge of automotive CR uncoated product