Job Description

Position Summary with Job Responsibilities

Position Description Format
Position Name Manager - EV Customer Quality Position level Level 5
DEM position name Lead - Plant Customer Quality DEM position level Level 4
FEM position name FEM position level
Purpose of the position:
This position will act as Customer Representative in the Plant and is responsible for resolution of Warranty/ field issues by implementing quality improvements through participation in CFTs and providing technical support to field for critical issues through Dealerships/ Customer support in order to improve customer satisfaction.
Dimensions of the position
IPTV / EPV Reduction for respective aggregate
Personal Profile
Education B.E./B.Tech (Electrical, Electronics and E & TC)
Skills/ Competencies 1) Driving Execution
2) Customer Centricity
3) Problem solving orientation
4) Analytical skills
5) Technical knowledge of Electronics & Communication Products
Relevant Experience:
1. Automobile OEMs Industry with 4 to 10 years of experience
2. EV OEMs Industry, Knowledge of power devices. Experience in automation/communication units/Electronics Maintenance would be preferred.

Education

Work Experience

Key Responsibilities:
S.N. Key Responsibility & Key Tasks
1 Quality Improvement Drive:

• Participate and work with cross functional teams for Issue Resolution and recurrence prevention through structured root cause analysis
• Plan and execute structured root cause analysis for major quality issues
• Ensure closure of issues with MBPA for supplier quality process, design issues, software version update.
• Ensure updates for periodic review with ERC, Current Quality, Advance Quality, Technical Services along with senior management in forums like Quality Review Meetings

2 Customer satisfaction surveys for respective aggregate:

• Detailed analysis of field surveys for respective aggregate
• Participate and facilitate cross-functional teams for major IQS issues resolution
• Facilitate customer calling of QRT to capture VOC and plan further actions based on the VOCs
• Plan customer visits to understand customer problems as per requirement of CFT.
• Work on detailed action planning for senior management reviews.

3 Field Actions for Critical Issues:

• Analyse and find out root cause for critical field issues.
• Ensure action plan along with the CFTs
• Execute details of the field actions with support from CFT and coordinate with customer care for implementing the same in field .
• Monitor and ensure timely execution of FAC in the field through customer care.

4 New Product Launches:

• Participate in quick response team for respective aggregate
• Review the daily claims under QRT
• Attend cases in field as per management requirement for critical field issues to resolve and under the issues
• Work with the CFT to identify root cause for the issues and plan actions to resolve the same
• Co-ordinate with CFTs and plan FAC for addressing major field issues after reviews with senior management
• Ensure timely closure of FACs & closure of recall & retro fitment activities within stipulated timeframe

Tata Motors Leadership Competencies

Customer Centricity - Anticipating, understanding and focusing efforts on meeting the customer (stakeholders) needs or expectations

Developing Self and Others - Recognizing continuous development is essential for success and taking steps to develop self and helping others to excel

Driving Execution - Translating strategy into action and execution

Leading by Example - Encouraging and following ethical standards

Leading Change - Recognizing the need for change, initiating and adapting to change

Motivating Self and Others - Inspiring teams and individuals

Functional Competencies

Tags

Tata Motors