Senior Manager

1 week ago


Pune, Maharashtra, India Tata Motors Full time

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 Engineering

Work 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 individuals

Functional Competencies

Functional Excellence

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