Customer Quality Manager

Job Summary

• Transformation of Customer quality organisation by keeping customer Centricapproach
• 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

Responsibilities Primary Responsibilities

• Demonstrated ownership on customer quality (internal and at customers 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 & 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 & 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 & COPQ) within the target and escalate if the results are out of controls
• Ensure to release timely RCA in coordination with Operation & Engineering team
• Ensure to get positive feedback year on yearin Cusoemer Survey in Quality domain
• Overall cost reduction initiatives to support the budget and positive impact on financials.
• People Management: Yes; Number of people: 1
• Budget Management: Yes

Associated Responsibilities

• Effective execution of Customer centric approach for IR.
• Communicate effectively (spoken and written) with all stake holders (internal and external) by making suitable presentations and creating positive impact.
• Bring new ideas & strategic initiatives in Quality domain to maintain enterprise approach and support for business
• Bring the multidisciplinary skills and build the Quality team to handle increased business growth

Required Candidate Profile Education/Training

• Bachelors 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

Key Competencies

• QRQC
• 8D
• RCA
• FTA
• PFMEA
• Control Plan
• Change Control
• Quality Management Systems
• Communication

Languages

• Fluency in English (speak, read, and write)
• Fluency in Hindi (speak, read, and write)
• Adequacy in Tamil (speak)

Other Specifications

• Channel partner between various functions (like Engineering, sourcing, methods, IE) whileresolving quality challenges.
• SPOC for all external customers