Assistant Manager - Customer Quality / Warranty Quality

Role & responsibilities :

• Log, analyze & resolve customer complaints.
• Responsible for MIS dashboard to track warranty costs, failure rate & defect trends.
• Coordinate with internal teams to implement corrective & preventive actions.
• Monitor customer feedback and warranty claims to identify recurring quality issues.
• Conduct audits at customer sites to assess product performance.
• Conduct customer visits, surveys and feedback sessions to understand expectations.
• Work on customer - centric improvement projects to enhance product reliability.
• Use tools like 8D, CAPA & Root Cause Analysis (RCA) to address quality concerns.
• Preparing detailed quality reports, presentations & Dashboards for Management.

Preferred candidate profile

Desired Candidates

• B.E / B.Tech Mechanical/Automobile/ with more than 10 years of working experience in customer quality, warranty management or filed service preferably in construction equipment, heavy machinery or automobile industry. Understanding of construction equipment's (Compactors, Rollers, Pavers etc.) their components and performance parameters will be an added advantage.
• Strong experience in handling customer complaints and ensuring timely resolution.
• Technical expertise in hydraulic and electrical parts.
• Familiar with SAP for Warranty Claim tracking, quality reporting and defect monitoring.
• Ability to work collaboratively with cross-functional teams. Excellent communication and presentation skills. German language skills will be an added advantage.