Customer Quality Manager acts as the voice of the customer within the plant, ensuring robust handling of customer complaints, field issues, and requests while driving systemic prevention. The role focuses on improving customer satisfaction, product reliability, and confidence through structured problem solving, robust cross‑functional collaboration, and transparent communication with internal and external stakeholders
Key Responsibilities:
Customer Advocacy & Satisfaction
Act as the primary customer advocate within the plant for all customer quality topics.
Own customer experience metrics such as CNPS, FFR, DCR, CR, RTA, PIQ, Field Failure Rate (PPM) and drive continuous improvement actions.
Ensure timely and effective communication with customers, Front Office, and Service teams on complaints and request
Complaint Management & Technical Analysis
Lead end‑to‑end management of customer complaints, ensuring response within 24 hours and closure within defined lead times.
Conduct and coordinate technical analysis of field return products, ensuring robust root cause analysis and effective corrective and preventive actions.
Work with Technical Experts / Design teams to deliver high‑quality technical reports that build customer confidence
Issue Prevention & Systemic Improvement
Initiate and lead PRBs / I2Ps (Issue to Prevention) to ensure sustainable resolution of customer issues.
Drive FMEAs for customer‑related processes to identify hot points and prevent recurrence.
Develop and deploy “test‑to‑fail” strategies for known and potential product failure modes
Customer‑Centric Culture & Knowledge Building
Lead and promote “Customer First” culture initiatives within the plant.
Develop customer stories, instruction videos, and troubleshooting guides to strengthen customer confidence and internal capability.
Actively incorporate Voice of Customer (VOC) insights