Senior Manager-Customer Quality, Chassis - TMPV Pune
Tata Motors
Date: 3 weeks ago
City: Pune, Maharashtra
Contract type: Full time
Purpose of the RoleThis 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 ProfileB.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 & CompetenciesDriving Execution
Customer Centricity
Problem solving orientation
Analytical skills
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 ProfileB.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 & CompetenciesDriving Execution
Customer Centricity
Problem solving orientation
Analytical skills
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