Customer Interaction & Complaint Handling

• Serve as the main point of contact for all customer quality-related issues.

• Respond promptly to customer complaints, field failures, or line rejects.

• Maintain and update the CC log and register for reported customer complaints.

• Coordinate investigation with plants and resolution of quality concerns, ensuring timely 8D or

5D report submissions.

• Conduct regular quality reviews with customers (on-site or virtual).

• Ensure 100% on time CAPA index, Replication, plan adherence, cascading for complaints

involving machine operators closure of all complaints, submission of CAPA with stipulated

time.

Root Cause Analysis & Corrective Actions

• Lead root cause analysis (RCA) using tools like 5 Why, Ishikawa (fishbone), and FMEA.

• Ensure effective and sustainable implementation of corrective/preventive actions (CAPA).

• Track and close all open quality actions within agreed timelines.

Customer Audits & Documentation

• Support or lead customer audits, assessments, and quality system reviews.

• Maintain documentation such as PPAP, Control Plans, Process Flow, and Quality Alerts.

• Ensure full compliance with customer-specific requirements (CSR), IATF 16949, ISO 9001, etc.

Performance Monitoring & Improvement

• Monitor and report customer quality KPIs (e.g., PPM, DPPM, complaint frequency, warranty

returns).

• Identify trends in customer feedback and drive quality improvements to enhance satisfaction.

• Work with internal departments (production, R&D, logistics) to ensure corrective actions are

systemic.

On-Site Support & Customer Representation

• Provide on-site support at customer locations during product launches, ramp-ups, or major

issues.

• Act as the voice of the customer within the organization for all quality expectations.

Soft skills/ other competencies:

• 2W Customer Handling experience
• Strong knowledge of quality tools: 8D, 5 Why, FMEA, Control Plans, APQP, PPAP
• Excellent problem-solving and analytical skills
• Strong communication and interpersonal skills, both written and verbal
• Customer-focused mindset with a proactive attitude
• Familiarity with manufacturing processes, electrical products
• Knowledge of quality standards: ISO 9001, IATF 16949, ISO 13485, etc