Job Purpose:
To ensure customer satisfaction by managing and resolving customer complaints, driving continuous quality improvements, and acting as a key interface between the customer and internal departments for quality-related matters.
Key Responsibilities:
Act as the primary quality interface between the company and its customers.
Lead resolution of customer complaints through root cause analysis, corrective/preventive actions (CAPA), and timely closure using tools like 8D, 5-Why, and Fishbone analysis.
Monitor and report customer PPM, warranty issues, and field returns; drive reduction initiatives.
Ensure effective communication and feedback to customers on quality issues.
Conduct regular customer visits, audits, and meetings to understand expectations and ensure alignment.
Coordinate with cross-functional teams (production, design, supplier quality, etc.) to resolve quality issues.
Manage quality documentation, including control plans, PPAP, APQP, and customer-specific requirements.
Track and improve customer satisfaction metrics.
Lead internal quality improvement projects using tools like Six Sigma, Kaizen, and FMEA.
Provide quality training and support to shop floor and relevant teams.
Qualifications & Experience:
Bachelor’s degree in Engineering (Mechanical / Electrical / Industrial or related field).
5–10 years of experience in customer quality management, preferably in automotive or manufacturing.
Strong knowledge of quality tools and standards (IATF 16949, ISO 9001, PPAP, APQP, SPC, MSA).
Experience dealing with Tier-1 OEMs or international clients.
Proficient in MS Office, data analysis, and quality management systems (QMS).
Key Competencies:
Strong analytical and problem-solving skills.
Excellent communication and interpersonal abilities.
Customer-centric mindset.
Leadership and cross-functional collaboration.
Attention to detail and process orientation.