Job Description
Mission
Key missions of the position:
Transformation of Customer quality organisation by keeping “customer Centric” approach
Lead by example while solving complex quality challenges (internal and external)
Creating agile and resilient team to overcome business challenges and demonstrate sustainability and product reliability
Responsibilities
Primary Responsibilities:
Demonstrated ownership on customer quality (internal and at customer’s premises) related to IR.
Instrumental in resolving all customer claims within stipulated time with excellent REX management and PFMEA approach
Represent Customer within Wabtec on Quality matters (communication/Escalation)
Co-ordinate plant QRQC to resolve customer complaints.
Conduct investigation of field returned parts & initiate robust RCA for the solution
Visit to customer site to get feedback on product, WR /0km issue Analysis / Joint note sign-off as per plan/requirement. Maintain OPL and track for closure.
Plan Proactive customer visits (NR,ER,SR,WR) and start regular interaction with field team.




Start monthly audits for all previous actions (as defined in 8D for Zero km & warranty issues) to prevent recurrence.
Visiting various Production units and Railway sheds of Indian Railway to demonstrate the product quality and presenting the counter measures on associated quality challenges
Ensure the Major Design changes are implemented at filed in the real time
For any process/design modifications, enforce the rules for change control
Generate and Maintain product Reliability data for all IR products and share with Reliability team for the improvement
Maintain customer quality metrics (Zero KM, Warranty, PPM & COPQ) within the target and escalate if the results are out of controls
Ensure to release timely RCA in coordination with Operation & Engineering team
Ensure to get positive feedback year on year in Cusoemer Survey in Quality domain
Overall cost reduction initiatives to support the budget and positive impact on

📌 Customer Quality Manager (Hosur)
🏢 Wabtec
📍 Hosur