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DGM-Customer Quality

Date: Apr 21, 2024

Location: Jamshedpur, India

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Position Summary with Job Responsibilities

Position Name    Lead Customer Quality BU    Position level    L4
DEM position name    Head Customer Quality BU
DEM position level    L3
FEM position name        FEM position level    
Purpose of the position
The role is responsible to act as Customer Representative in the Plant, it will also be responsible for  Monitoring Product Audits, resolution of warranty/ IQS/ TNS/ CPA  issues by driving Quality improvements through CFTs and  providing technical support to Field for critical issues through Dealerships/ Customer support in order to improve customer satisfaction and  JD Power IQS/ TNS Score within the procedures and framework as laid down for customer quality & FMQ
Dimensions of the position
Direct reports: 6-8
Personal Profile
Education    B.E./ B. Tech
Skills    1.High level of technical knowledge
2.Analytical and logical thinking
3.Decision making skills.
4.Communication Skills
5.Process orientation
6.Customer Orientation
7.People Management.
Relevant Experience:
1.12 years
2.Relevant experience in Automobile/ OEMs Industry, Strong Knowledge Products (vehicles aggregates/ parts and their functioning), Service & Field Practices, Problem Solving Techniques, Manufacturing Processes & Regulatory Norms, Product Audit


Work Experience

Job Responsibility
1Strategy Process Orientation
•Monitor compliance to planned  Audits of vehicles
•Support plan to lower down the CPA Audit scores with the help of Target Glide Path in order to ensure minimum customer complaints
•Monitor and Review the Warranty Data Management Analysis
•Participate in periodic Review with ERC, Current Quality, Advance Quality, Technical Services along with  Senior
•Support Quality Kaizens & Benchmarking to improve the current product quality and reduction in IPTV/ CPV
•Coordinate with Product Support Team for resolving JDP Customer Issue and monitor Customer Data Analysis to ensure a satisfied customer in the end
•Support the Cross Functional Team for Root Cause analysis for field issues  with help of plant team , Through Regular Warranty Garage Reviews & CCT Meetings to Improve the current product quality by acting upon the major feedback received from Field Issues, Customer Letters, Senior Management Referred Cases, walk home failures Internal Customers, CRM DMS Job card complaints, Dealer &  RTSM meet, Complaints CIR.
•Support the closure of issues  identified in CPA audit, Seek Purging of any 200 pointer & critical 50 pointer & hold dispatch till full satisfaction
•Provide support for QAPs batch and hold in order to improve product launch quality
•Support CFTs to resolve issues reflected by JDP IQS scores and ensuring timely data Management & Analysis
2Financial Management
•Plan, Monitor and Manage overall Customer Quality Budget for the BU
3Relationship development:
•Ensure good relationships with all internal and external stakeholders to acquire timely professional support to meet the delivery targets.
•Support Cross Functional Teams for Issue Resolution and Recurrence Prevention
4People Management 
•Conduct technical and workflow reviews to understand the quality of production and suggest appropriate plans for improvements..

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


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