Role & responsibilities
Manage customer complaints, field quality issues and product failures from identification to closure.
Lead RCA, 8D, CAPA and FMEA activities to identify root causes and prevent recurrence.
Coordinate with Production, Quality, Design, Service, SCM and Technical teams for issue resolution.
Analyze field-returned products and drive corrective and preventive actions.
Monitor customer quality KPIs, complaint closure and field failure performance.
Drive customer-focused quality improvements and Issue-to-Prevention initiatives.
Present quality performance, risks and action plans in management/governance reviews.
Ensure effective communication with customers and internal stakeholders throughout the resolution process.
Drive continuous improvement in product reliability, customer satisfaction and plant quality performance.