Job Description

Key Responsibilities1. Customer Quality Management

Serve as the

primary point of contact

for all customer quality concerns, complaints, and product issues. Manage the complete

Customer Complaint Handling Process

(logging, analysis, action planning, closure). Ensure timely communication with customers regarding problem status, containment actions, and final resolutions.

2. Issue Investigation & Root Cause Analysis

Perform detailed

failure analysis

for genset components such as engines, alternators, control panels, fuel systems, cooling systems, structural parts, etc. Lead

Root Cause Analysis (RCA)

using tools such as 5-Why, Ishikawa, Fault Tree Analysis, DMAIC, etc. Coordinate with Production, Design, Supplier Quality, and Field Service teams to identify root causes.

3. Corrective & Preventive Action (CAPA)

Develop and implement

Corrective Action Plans

for customer issues. Track CAPA to ensure timely and effective closure. Verify effectiveness of corrective actions through audits and field feedback.

4. Field Quality Support

Support

field service teams

during site visits, failure investigations, and major field incidents. Analyze

field performance data

to identify recurring issues and reliability trends. Drive initiatives to improve MTBF, reliability, warranty performance, and customer satisfaction.

5. Quality Metrics & Reporting

Prepare and review

Customer Quality Reports

, including: Complaint status & trend analysis Field failure rate Warranty cost monitoring DPPM/PPM analysis Present reports to management and internal teams.

6. Cross-Functional Collaboration

Work closely with Engineering for design improvements and Engineering Change Requests (ECR). Coordinate with Supplier Quality for supplier-caused defects. Collaborate with manufacturing teams to improve process capability and reduce defect leakage.

7. Customer Audits & Reviews

Support and lead customer audits related to quality, process, or product performance. Prepare audit documentation, corrective action responses, and follow-up closure.

8. Quality Systems & Standards

Ensure compliance with quality systems such as ISO 9001, ISO 14001, IATF (if applicable). Participate in internal audits and continuous improvement programs (Kaizen, Lean, Six Sigma).

Qualifications & Skills Education

Bachelor's Degree in Mechanical, Electrical, Industrial, or related Engineering discipline.

Experience

7-8 years of experience in

Quality Engineering

, preferably in

Genset, Engine, Heavy Equipment, Automotive, or Power Systems

manufacturing. Hands-on experience with field quality/customer complaint handling is essential
Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person