Senior Manager-Customer Quality, Chassis - TMPV Pune

Job Description

Purpose of the Role This position will act as Customer Representative in the Plant and is responsible for resolution of Warranty/ JDP IQS/ field issues by implementing quality improvements through participation in CFTs and providing technical support to field for critical issues through Dealerships/ Customer support in order to improve customer satisfaction and JD Power IQS Score as per the quality strategy Job ResponsibilityQuality Improvement Drive Participate and work with cross functional teams for Issue Resolution and recurrence prevention through structured root cause analysis Plan and execute structured root cause analysis for major quality issues Ensure closure of issues with MBPA for supplier quality, process, design issues Ensure updates for periodic review with ERC, Current Quality, Advance Quality, Technical Services along with senior management in forums like Quality Review Meetings Customer Satisfaction Surveys For Respective Aggregate Detailed analysis of field surveys for respective aggregate Participate and facilitate cross-functional teams for major JDP IQS issues resolution Periodic reviews with JDP CFTs to capture progress and ensure teams work further on issue resolution Facilitate customer calling of CFTs to capture VOC and plan further actions based on the VOCs Plan customer visits to understand customer problems as per requirement of CFT Work on detailed action planning for senior management reviews Field Actions For Critical Issues Analyse and find out root cause for critical field issues Ensure action plan along with the CFTs Execute details of the field actions with support from CFT and coordinate with customer care for implementing the same in field Monitor and ensure timely execution of FAC in the field through customer care New Product Launches Participate in quick response team for respective aggregate Review the daily claims under QRT Attend cases in field as per management requirement for critical field issues to resolve and under the issues Work with the CFT to identify root cause for the issues and plan actions to resolve the same Co-ordinate with CFTs and plan FAC for addressing major field issues after reviews with senior management Ensure timely closure of FACs & closure of recall & retro-fitment activities within stipulated timeframe Stakeholder Profiles & Nature Of InteractionsInternal Customer Support Current Quality External Other Quality Functions TML Dealerships Car owners TML Suppliers JD Power JVs / Subsidiaries Desired Candidate Profile B.E./B.Tech Automobile OEMs Industry with 5 to 8 years’ experience Knowledge Of Products (vehicles aggregates/ parts and their functioning) Service & Field Practices Problem Solving Techniques Manufacturing Processes Skills & Competencies Driving Execution Customer Centricity Problem solving orientation Analytical skills Show more Show less