Senior Engineer / Assistant Manager Quality Assurance

Supplier Quality Management / Customer Complaints Handling / Calibration

Position: Senior Engineer / Assistant Manager

Department: Quality Assurance

Work Location: Sanand

Education: B.E. in Mechanical Engineering

Experience: 5 to 7 years in Quality Assurance, with exposure to customer complaint handling and field quality

TECHNICAL COMPETENCIES:

- Customer Complaint Analysis and Field Failure Investigation

- Supplier Quality Management and Supplier Audit

- APQP, PFMEA, and Control Plan

- GD&T; and Engineering Drawing Interpretation

- Root Cause Analysis (5-Why, Fishbone/Ishikawa, 8D) and CAPA

- SOP Development and Standardization

- Training Program Design (Technical / Field Training)

IT SKILLS: MS Office {Outlook, Excel (Pivot Table, VLOOKUP), PowerPoint, Word},Oracle based ERP (SAP is an advantage)

Important Traits

Confident, Solid Teamwork, Good Communication Skills, Flexible for Changes, Positive Problem-Solving Attitude, Integrity, and installer/plumber training.

Important Traits

Confident, Strong Teamwork, Good Communication Skills, Flexible for Changes, Positive Problem-Solving Attitude, Integrity, and installer/plumber training.

Position Summary

To manage customer complaint analysis and resolution, drive manufacturing quality improvement action plans, lead plumber and installer training programs, and establish/maintain SOPs and do's & don'ts, alongside core quality assurance functions including supplier quality, incoming quality control, quality management systems (IMS), and calibration ensuring consistent product quality, field reliability, and customer satisfaction.

1. Customer Complaint Analysis & Handling (Primary Responsibility)

- Receive, log, and categorize customer complaints (field, dealer, and end-user) in a structured tracking system.
- Conduct detailed root cause analysis of complaints using tools such as 5-Why, Fishbone diagram,



and 8D methodology.
- Visit customer/installation sites as required to investigate field failures firsthand.
- Prepare complaint analysis reports with trend analysis (product-wise, defect-wise, region-wise, installer-wise).
- Coordinate with Design, Production, and Supplier Quality teams to identify corrective and preventive actions.
- Ensure timely closure of complaints within defined TAT (turnaround time) and track effectiveness of corrective actions.
- Present monthly complaint trend and closure status (PPM/complaint rate) to management.
- Maintain a complaint database to identify repeat issues and drive systemic improvements.

2. Manufacturing Quality Improvement – Action Plan Initiation

- Translate customer complaint findings and internal rejection trends into concrete quality improvement action plans.
- Drive cross-functional action plans (Quality, Production, Design, Supplier Quality) with clear ownership and timelines.
- Track action plan implementation through to completion; verify effectiveness through field/data monitoring.
- Use complaint and rejection data to prioritize high-impact improvement projects.
- Support poka-yoke (error-proofing), process control, and in-process inspection improvements based on root cause findings.
- Report improvement plan status and impact (reduction in PPM/complaint rate) periodically to management.

3. Plumber & Installer Training

- Identify recurring installation-related failures from complaint data and design targeted training modules to address them.




- Plan and conduct periodic training sessions for plumbers, installers, and channel partners on correct installation, handling, and usage practices.
- Develop simple, visual training material (posters, videos, quick-reference cards) suited for field-level audiences.
- Maintain training records, attendance, and assessment/feedback of trained plumbers/installers.
- Evaluate the effectiveness of training through reduction in installation-related complaints.
- Coordinate with Sales/Service teams to identify high-priority regions/dealers for training rollout.

4. Standard Operating Procedures (SOP) and Do's & Don'ts

- Develop, review, and maintain SOPs for manufacturing, inspection, installation, and field service processes.
- Create clear "Do's & Don'ts" guides for shop floor operators, plumbers, and installers based on complaint root causes.
- Ensure SOPs and Do's & Don'ts are displayed/communicated at relevant workstations and installation touchpoints.
- Periodically review and update SOPs based on new complaint trends, process changes, or engineering changes.
- Conduct awareness sessions to ensure SOP compliance across production and field teams.
- Audit adherence to SOPs and Do's & Don'ts and report non-compliance with corrective actions.

5. Integrated Management System (IMS)

- Plan,conduct, and report internal audits.
- Follow up on audit observations and verify corrective actions.
- Support external certification and surveillance audits.
- Maintain and update IMS procedures and quality documentation.

Key Performance Indicators (KPIs)

- Customer complaint closure TAT and complaint rate (PPM) trend.
- Reduction in repeat/field complaints post-action plan implementation.
- Number of plumbers/installers trained and resulting reduction in installation-related complaints.
- SOP compliance/audit score.
- Internal/external audit non-conformance closure rate.

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