Customer / NPI Quality

Customer Quality and New Project Quality Quality Head TACO Prestolite Electric Pvt. Ltd. The Warranty Incharge is responsible for managing warranty claims, field failures, customer complaints, and warranty-related quality concerns to ensure customer satisfaction and product reliability. The role focuses on warranty analysis, complaint resolution, root cause investigations, corrective and preventive action implementation, and coordination with cross-functional teams to achieve zero-defect performance and continuous quality improvement.

1. Warranty Complaint Handling

• Manage and resolve field complaints, warranty issues, and product failures reported by customers.
• Acknowledge customer complaints and communicate concerns to relevant internal stakeholders.
• Maintain and regularly update warranty claim and complaint tracking records.
• Ensure timely closure of warranty complaints and customer concerns.
• Act as the primary coordinator for warranty-related investigations and resolution activities.

2. New Projects QA quality Handling

• New Projects Quality Targets and Compliance
  Responsible for All New Projects PPAP Activities
  SIR and Layout of New Project parts submission to customer and approval
  Quality file and agreement sign off with customers and stakeholders 3. Corrective & Preventive Action (CAPA) Management
• Prepare and submit 8D reports and corrective/preventive action reports to customers.
• Ensure timely implementation of CAPA actions across relevant departments.
• Monitor effectiveness of corrective actions and verify sustainable issue closure.
• Track progress of action plans and ensure compliance with customer expectations.

4. Customer Support & Satisfaction Management

• Provide technical and quality support to customers during warranty investigations.
• Maintain proactive communication regarding complaint status, action plans, and closure activities.
• Support customer visits, reviews, and discussions related to warranty concerns.
• Drive improvements aimed at enhancing customer satisfaction and product performance.

5. Cross Functional Coordination

• Coordinate with Business Development, Engineering, Production, Materials, In-Process Quality, Service Teams, and Suppliers.
• Facilitate collection of warranty information from customer sites and service representatives.
• Ensure smooth communication among all stakeholders during problem-solving activities.
• Support implementation of containment and corrective actions across functions.

6. Customer Rating Improvement

• Drive activities to improve customer quality ratings and performance metrics.
• Monitor warranty trends, customer feedback, and complaint resolution effectiveness.
• Support initiatives focused on reducing field failures and warranty costs.
• Contribute to achieving customer quality and reliability targets.

7. MIS & Warranty Reporting

• Prepare monthly warranty reports, customer complaint reports, and warranty performance summaries.
• Monitor warranty PPM trends, field failure rates, and complaint closure effectiveness.
• Generate warranty-related MIS reports for Quality Head and management reviews.
• Identify trends and recommend actions for product quality improvement.

8. Compliance & Quality System Adherence

• Ensure adherence to IATF, IMS, OHSAS, and customer-specific quality requirements.
• Participate in audits and quality system reviews related to warranty management.
• Maintain warranty records, reports, and corrective action documentation.
• Ensure compliance with OHSAS, IMS, and Balanced Scorecard (BSC) guidelines and processes.
• BE (Any Engineering Discipline) / Diploma in Engineering or equivalent technical qualification. • 610 years of relevant experience in Warranty Management, Customer Quality, Field Quality, Quality Assurance, Warranty Analysis, or Automotive/EV Manufacturing Industry.