Field/Customer Quality Manager

Job Purpose :

To lead and manage field claim activities related to ABS systems for the 2W/4W segment, ensuring timely resolution of customer complaints, root cause analysis, and implementation of corrective and preventive actions. This role is critical in maintaining customer satisfaction and driving continuous improvement in product quality.

Role & responsibilities

1. Customer Quality & Field claim handling

• Drive the resolution of end customer quality issues/ complaints due to manufacturing process of ABS
• Receive log and analyze field claims related to ABS system.
• Monitor warranty trend & initiate proactive measures to reduce the claim rates.
• Co-ordinate with service team, dealers & OEM customers to gather failure data & feedback
• Ensure timely response & resolution of customer complaints with systematic approach.

2. Root Cause analysis & CAPA

• Conduct thorough root cause analysis using PDCA approach, 8D methodology, 5 why analysis etc.
• Drive CFT to implement effective correction & preventive action in ABS section.
• Ensure timely closure of customer issue & field claim with effective documented action plan.
• Act primary Quality interface & single window person for customers for field concerns.
• Prepare & present detail report on field performance, claim analysis & resolution status.
• Build strong relationship with customer Quality & service networks.
• Provide feedback to design, manufacturing & supplier team based on field performance of product.
• Support continuous improvement initiatives to enhance product reliability & customer satisfaction.
• Participate in design reviews & DFMEA discussions to address potential field risks.
• Maintain detailed records of customer claim, investigation report & resolution actions.
• Achieve COPQ as per set Annual Targets for ABS manufacturing plant
• Continue to improve CTQ parameters Cp/Cpk achievement min.1.33
• Support the QM Pillar Circle Head role in TPM Structure, for Plant Manufacturing Excellence journey.
• Co-ordinate with cross functional team members at plant level for continual process improvement.

3. Quality Management System (Additional)

• Ensure adherence to the Quality Management System in ABS manufacturing plant
• Ensure adherence to all Customer Specific system requirements - addressed in Quality Management System (relevant to assigned Section)
• Conduct the Internal System Audit/Process Audit/Product Audit as per Annual Plan for ABS plant in assigned Section.
• Monthly presentation of Plant Quality MIS Report For ABS plant in assigned Section
• Provide inputs for establishment of Safety Management System OHSAS 18001 & Environment Management System ISO 14001, along with Plant HR and Maintenance function.
• Support annual events (with relevant stakeholders such BE) events like - Quality Month celebration, innovation day celebration, technology day to ensure and address the all-customer Specific Requirements addressed in Plant Quality Management System.
• Facilitate with Certification Body for annual Certification/Surveillance Audit.
• Ensure the MPR/MRM/Internal System Audit/Process Audit/Product Audit as per Annual Plan.
• Get consolidation of Monthly Quality MIS Report, supporting PPT with all team members and demonstrate to Mgmt. in monthly Mgmt. review.
• Actively participate for establishment of Safety Management System OHSAS 18001 & Environment Management System ISO 14001, along with Plant HR and maintenance function.
• Support the Quality Month celebration in Plant in line with Business Excellence Team driven activity plan.

4. New Product Development System

• Timely closure of QG 15 Gates as per SOP.
• Provide inputs for PFMEA/Advance Quality Planning/Formulation of Quality Plan and Standards to achieve 0 defect in New Parts.
• Provide inputs for the annual gauge repair and maintenance budget and prepare the annual plan as per the budget
• Adhere to the annual gauge repair and maintenance plan as per budget
• Provide inputs for new part process establishment to achieve Pp/Ppk min. 1.33 Active participation in PFMEA/Advance Quality Planning/Formulation of Quality Plan and Standards to achieve 0 defect in New Parts.
• Active participation of new parts gauge planning/measurement system analysis to avoid any defect due to weak measurement system
• Active participation for new part process establishment to achieve Cp/Cpk min. 1.67, In-house ABS plant Rejection PPM and Assy. Process FTR better than running parts quality benchmark values.

5. Team Management

• Lead the team in ABS plant in assigned Section for their continual development by effective direction and guidance.
• Provide inputs for the Team Training plan considering the gaps areas and continually improve the Team competency.

Support the preparation of the programs for certification of System Auditors/Process Auditors/Product Auditors with the help of Corporate ED&T Team

Nature Of Experience

• Experience in quality management, preferably in automotive components.
• Hands-on experience in handling field claims, customer complaints, and warranty analysis.
• Strong knowledge of ABS systems and 2W vehicle dynamics is preferred.
• Proficiency in quality tools (8D, FMEA, RCA, CAPA, etc.).

Excellent communication and stakeholder management skills.