Customer Quality Manager
Mission
Key missions of the position
- Transformation of Customer quality organisation by keeping “customer Centric” approach
- Lead by example while solving complex quality challenges (internal and external)
- Creating agile and resilient team to overcome business challenges and demonstrate sustainability and product reliability
Responsibilities
Primary Responsibilities
- Demonstrated ownership on customer quality (internal and at customer’s premises) related to IR.
- Instrumental in resolving all customer claims within stipulated time with excellent REX management and PFMEA approach
- Represent Customer within Wabtec on Quality matters (communication/Escalation)
- Co-ordinate plant QRQC to resolve customer complaints.
- Conduct investigation of field returned parts & initiate robust RCA for the solution
- Visit to customer site to get feedback on product, WR /0km issue Analysis / Joint note sign-off as per plan/requirement. Maintain OPL and track for closure.
- Plan Proactive customer visits (NR,ER,SR,WR) and start regular interaction with field team.
- Start monthly audits for all previous actions (as defined in 8D for Zero km & warranty issues) to prevent recurrence.
- Visiting various Production units and Railway sheds of Indian Railway to demonstrate the product quality and presenting the counter measures on associated quality challenges
- Ensure the Major Design changes are implemented at filed in the real time
- For any process/design modifications, enforce the rules for change control
- Generate and Maintain product Reliability data for all IR products and share with Reliability team for the improvement
- Maintain customer quality metrics (Zero KM, Warranty, PPM & COPQ) within the target and escalate if the results are out of controls
- Ensure to release timely RCA in coordination with Operation & Engineering team
- Ensure to get positive feedback year on year in Cusoemer Survey in Quality domain
- Overall cost reduction initiatives to support the budget and positive impact on financials.
Associated Responsibilities
- Effective execution of Customer centric approach for IR.
- Communicate effectively (spoken and written) with all stake holders (internal and external) by making suitable presentations and creating positive impact.
- Bring new ideas & strategic initiatives in Quality domain to maintain enterprise approach and support for business
- Bring the multidisciplinary skills and build the Quality team to handle increased business growth
People Management: YES l NO ¨
If People Management, how many employees are managed?
Number of people :1
Budget Management: YES l NO ¨
Required Candidate Profile
Education/Training
- Bachelor’s degree in Engineering
- Basic Awareness training on Quality Management Systems, QRQC, PFMEA, control plan, ECR management
- Training on handling customer portals and internal portals (like WIM data base, Quality Data base etc…)
Professional Experience
- Minimum of 20 years of work...