Customer Quality Lead-Plant

PRINCIPAL ACCOUNTABILITIES
➢ Customer Complaint Management
o Lead all Customer Quality associated communication to their respective customers on Customer Complaints.
o Review CAPA with Plant QA to ensure Quality of CAPA before submitting to Customers.
o Ensure Customer complaint actions are executed by Plant team on timely basis without any impact to Customer commitments.
o Visit Customers for Quality issues reported and ensure timely actions are communicated and reviewed with Customers on Customer Complaints.
o Monitor the Customer Complaint Debit, Customer wise maintained by Plant QA along with CFT before it is published to Management.
o Conduct monthly meeting with Plant teams to review Customer Complaint performance status in line with Customer and Management expectations.
o Conduct sustenance Audit at Plants regularly to verify the actions taken against customer complaint.
o Support Plant QA in resolution of Dispute case with customers to avoid PPM impact.
o Ensure Horizontal Deployment of Actions for similar products in the Plant.

➢ Warranty Analysis and Management
o Ensure warranty signoffs are adhered as per schedule agreed with respective customers.
o Conduct monthly warranty meetings with Plant CFT to ensure detail analysis are conducted and actions are derived using appropriate Quality tools.
o Ensure Warranty actions are executed by Plant team on timely basis without any impact to Customer commitments.
o Ensure Capex is planned for the warranty test jigs placed at Customer end and monitor the maintenance /Upgradation as and when needed.
o Coordinate with Plant team for the line trials on the action taken from the Warranty analysis.
o Understand all sections and components of OEMs warranty clauses and ensure warranty signoff are taken places inline to the agreed Warranty agreements.
o Lead all Customer QA associated communication to Customers and Plants on Warranty issues.
o Coordinate with Customer Quality Engineer to prepare detailed report / presentation on Warranty issues in BU/ Customer specific formats and review with Customer Quality Head before communicating to customers.
o Monitor warranty debits customer wise prepared by Customer Quality Engineer and align with Corporate and BU finance on the bookings every month.
o Monitoring and resolution of Warranty Dispute cases with Customers to avoid Warranty debit impact to company.
o Conduct sustenance Audit at Plants monthly to verify the actions taken against Warranty issues are effective and sustained.
o Ensure Horizontal Deployment of Actions for similar products in the Plant.
➢ Meeting with Customer for Customer Complaint and Warranty issues
o Plan and execute Customer visits pro-actively as well as regularly to ensure Customers are timely informed on the performance
o Participate as an expert for all issues related to customers experience with Varrocs product quality. Attend all customer meetings by providing input on specific items raised and ensure complete customer satisfaction.
➢ Team development
o Carry out performance appraisals, assess capability, and training needs of team
o Constantly guide, coach, mentor and motivate teams for achieving department objectives.
o Train and coach plant-based customer quality Engineers and Customer Representative Engineers