Customer Quality Manager

Mission:

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.

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 and 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 and 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 and COPQ) within the target and escalate if the results are out of controls.

- Ensure to release timely RCA in coordination with Operation and Engineering team.

- Ensure to get positive feedback year on year in Customer Survey in Quality domain.

- Overall cost reduction initiatives to support the budget and positive impact on financials.

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 experience in the field of Railway products and sub systems (Brakes, Couplers, HVAC, Panto, Doors etc.) exclusively.

- In-depth of knowledge of customer interface on our products and sub systems and demonstrated capability of influencing customers on documents and audits (able to propose changes and creating winning edge).

- Exposure on International assignments and demonstrated ability to resolve quality challenges across the globe.

- Hands on experience in working relationship with RDSS, production units (like RCF, MCF, ICF etc.), Zonal Railways and propose changes in the specifications and requirements.