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 driving Quality improvements through CFTs and providing technical support to Field for critical issues through Dealerships/ Customer support in order to improve customer satisfaction as per the quality strategy.

Job Responsibility

Warranty Management and Audits:

Work out model wise warranty provision rates Monitor the monthly warranty provision performance for adequacy along with finance Conduct SOX compliance audits as per process Conduct internal audit adherence as per process

Customer satisfaction surveys:

Participate in JDP surveys Drive cross-functional teams for major JDP IQS issues resolution Drive periodic reviews with JDP CFTs to capture progress and guide the teams further Work on the JDP IQS syndicated study performance to senior management

Quality Improvement Drive:

Participate and co-ordinate Cross Functional Teams for Issue Resolution and recurrence prevention through structured root cause analysis Drive periodic review with ERC, Current Quality, Advance Quality, Technical Services along with senior management in forums like Quality Review Meetings Plan and utilize Quality Improvement budget

Field Actions for Critical Issues:

Drive the team for resolving critical escalations in field Plan FACs for addressing field vehicles in critical issues Ensure timely approval through FAC & closure of recall & retro-fitment activities within stipulated timeframe

New Product Launches:

Drive the quick response teams for new launches at all plants Review the daily claims under QRT with the QRT Plan and conduct field visits as per management requirement for critical field issues Prepare and drive FAC for addressing major field issues after reviews with senior management Ensure timely approval through FAC & closure of recall & retro-fitment activities within stipulated timeframe

Desired Candidate Profile

• Education: B.E./B.Tech Mechanical/ Automotive
• Experience : 1015 years of experience working in the automobile OEM industry, specifically in engine and transmission systems.
• Strong Knowledge Products (vehicles aggregates/ parts and their functioning), Service & Field Practices, Problem Solving Techniques, Manufacturing Processes
• Assembly process
• Failure Analysis
• Field related issues and corrective action

Skills & Competencies

• Driving Execution
• Customer Centricity
• Leading Change
• Business and financial acumen
• Problem solving orientation.