Responsibilities :

- Ensure the Customer Complaint and Warranty handling system are made with stakeholders and implemented for smother Field Quality Improvement Operations.

- Receive the field and warranty complaints from the Customer service team within given SLAs.

- Receive the parts from field / Visit filed as per SLAs to witness the customer irritants or complaints.

- Conduct the root cause analysis on customer complaints, and identify the gaps in the manufacturing process ( inhouse and Supplier end ) and implement the corrective actions through- respective agencies

- Receive the Warranty complaints/parts ( 3M, 6M, 12M, and 24M ) and conduct the root cause analysis to implement the actions along with stakeholders at respective manufacturing sites

- Communication to Field teams on Product improvements and Critical Engineering changes to make awareness in the filed. ( Release product improvement bulletins )

- Closely coordinate with Service team to educate the customer on product usages improvements for improved customer experience

- Release monthly MIS on Customer Satisfaction measures along with gap analysis and action plan

- Ensure smooth engineering changes in the product after careful evaluation of the changes inline with a customer usage pattern

- Release the Lessons learned on a monthly basis based on customer feedback from field thro' service team.

- Maintain and update the Failure Mode Directory and provide inputs to design team on NPD development / Product up gradation

- Participate in DFMEA and PFMEA process and provide the inputs to the development team on product improvements and ensure effective controls are implemented.

- Ensure the warranty rejections are moved to scrap on a regular interval

- Ensure 100% compliance to IATF 16949 QMS System on daily management activities

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