Senior Manager-Customer Quality, Chassis - TMPV Pune

Tata Motors


Date: 21 hours 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
Post a CV