Job Description

:JOB DESCRIPTIONSECTION I: BASIC INFORMATION ON THE POSITION
UJR Name Customer Quality Deisgnation LEAD - Customer Quality
Function Quality Sub Function Customer Quality
Band Manager/ Individual Contributor Manager
SBU Aero Plant Location Bommasandra-Bangalore
UJR CODE
SECTION II: ORGANIZATIONAL RELATIONSHIPS
Direct Reporting Indirect (Dotted) Reporting
Next Level or Skip Level Supervisor / Manager HOD-QA
Immediate Supervisor / Manager Plant Quality Head
Position Lead - Customer Quality
Number of positions reporting to the role
Position titles of reportees Team Member
SECTION III: PURPOSE OF THE ROLE
This role is responsible to Customer Quality and maintain the QMS systems through collaborating with the production, Rceiving Inspection, FAI, Inprocess Quality, Final Inspection,Purchase, Marketing, Engineering, PPC and Store teams and ensure zero customer complaints
SECTION IV: KEY RESPONSIBILITIES AND ACCOUNTABILITIES OF THE ROLE
Key responsibilities attached to the role:
1. Overall Responsible to Handle Customer Quality.
2. Ensuring customer quality complaints are addressed and resolved promptly.
3.Collaborating with internal teams, Conducting root cause analysis for quality issues and implementing corrective actions to resolve quality issues..
4.Interaction with customers regarding the performance of product.
5. Maintaining effective communication with customers regarding quality concerns and resolutions.
6. Implementing and maintaining quality processes to meet customer requirements.
7 .Foster strong relationships with customers, ensuring quality expectations are met and exceeded.
8. Internal Audits - Conduct Process, Product & Layer Audits.
9. Ensuring activities as per AS 9100 D system in the department & customer specific requirement.
10. Implementation of customer specific requirements.
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SECTION V: KEY RESULT AREAS
Key performance goals for the role: Critical outcomes of a job contributing to the organization's and roles success Weightage (should add up to100%)
Respond for customer quality complaints within the defined timeframe.
Respond to Complaint with in 24 hrs
Containment Action Submission - with in 24 hrs
Submission of Corrective and Preventive Action - with in 7 Days 20%
Reduce customer complaints by resolving issues quickly and effectively.
Optimize turnaround time for customer support and issue resolution 25%
Conduct training programs every 2 months to enhance understanding of customer requirements among Quality, Production, and Engineering teams 10%
Plan and conduct process and product audits to proactively control and minimize customer complaints 10%
Internal and external audit -
Zero Nonconformance
On time submission of Corrective action 25%
Continual Improvement project / Kaizen - 1 / Month 10%
TOTAL 100%
SECTION VI: FINANCIAL ACCOUNTABILITY & GEOGRAPHICAL SCOPE (as applicable)
Financial Accountability (with exclusive authority) NA
Geographical Scope Bommasandra
SECTION VII: KNOWLEDGE, EXPERIENCE, SKILLS AND ABILITIES
Education Qualification Diploma, B.E., B.Tech in Mechanical Engineering
Technical & Professional Knowledge required(What someone NEEDS TO KNOW) Knowledge on AS9100 rev D requirements

• Knowledge of final inspection and in-process inspection procedures for aerospace precision-machined parts
• Knowledge on Quality core tools: SPC,MSA,FMEA,APQP,PPAP
• Knowledge on 7QC tools,8D methodology, problem solving skills and WHY WHY analysis
• Knowledge on Heat treatment, Special Process, Supplier Audit, Raw Material Inspection
• Good knowledge on measuring instruments contour graph, Roughness tester, profile projector, Micro Height gauge Etc.
• Knowledge on on aerospace material specification
• Knowledge on Product Traceability
• Good knowledge on reading and understanding of drawing, specification and PO requirements
• Monitoring and control of internal rejection
• Knowledge on Process and Product Audit

Experience required(What someone NEEDS TO HAVE DONE) 5-10 years of experience in the following:

• Handling customer complaints and customer audits
• Must have lead a team in the quality department
• Should have worked in Receiving Inspection, Inprocess and final quality
• Should have worked on QMS, AS9100

Personal Attributes required(Personal qualities, motivations, and preferences likely to enhance performance in the role) Excellent Analytical, Reasoning & Problem solving skills with ability to dissect problems Strong interpersonal skills, Excellent communication and presentation skills

• Ability to work collaboratively with multi-functional teams - Active listening skills with problem solving attitude
• Strong business/commercial accumen
• Disciplined in meeting timelines & organised to handle priorities/high pressure situations
• Demonstrate leadership ability, team player and ability to motivate team
• Should be capabel to take quick decisions.
• Expertise in problem-solving techniques like root cause analysis (RCA) and failure mode and effects analysis (FMEA)

Domain/ Functional skills required Leadership, Problem solving abilities, Proficiency in MS Office (Advanced Excel usage, Powerpoint, Word), Analytical, Reasoning, Timeline monitoring, SAP
SECTION VIII: KEY INTERACTIONS
Internal (Key interactions within the organization) Nature or purpose of interaction
Head - Quality Discussion about customer complaints & Action plan submission status
To update on Customer audits.
Production and Engineering Team To Discussion on Process issues, Product Rework , rejection Issues, customer complaints, Process Improvements
External (Key Interactions outside the organization) Nature or purpose of interaction
Customer Discussion on customer audits, customer complaints and NC closures
Auditor Discussion about NC closures

Raymond