Senior Manager
3 weeks ago
Position Summary with Job Responsibilities
This 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.
Education
Bachelor of TechnologyBachelor of EngineeringWork Experience
Personal Profile:
Education: ;
Skills/ Competencies
1) Driving Execution
2) Customer Centricity
3) Problem solving orientation
4) Analytical skills
Relevant Experience :
Automobile OEMs Industry with 5 to 8 years' experience
Knowledge of:
1) Products (vehicles aggregates/ parts and their functioning)
2) Service & Field Practices
3) Problem Solving Techniques
4) Manufacturing Processes
Key Responsibilities:
1 Quality 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
Measures:
• IPTV and EPV improvement
• % issue resolution within ASD framework
2 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
Measures:
• JDP IQS PPH Scores for aggregate
• JDP Ranking for TML and models
• % issues resolved as per plan
3 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
Measures:
• Closure of FAC as per agreed timeframe
4 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
Measures:
• No of issues resolved
• % issue closure within agreed timeframe
Tata Motors Leadership Competencies
Customer Centricity - Anticipating, understanding and focusing efforts on meeting the customer (stakeholders) needs or expectationsDeveloping Self and Others - Recognizing continuous development is essential for success and taking steps to develop self and helping others to excelDriving Execution - Translating strategy into action and executionLeading by Example - Encouraging and following ethical standardsLeading Change - Recognizing the need for change, initiating and adapting to changeMotivating Self and Others - Inspiring teams and individualsFunctional Competencies
Functional ExcellenceTags
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