Purpose of the Role
Act as the customer's representative at the plant, driving resolution of warranty, field quality, and J.D. Power Initial Quality Study (IQS) issues through structured problem-solving and cross-functional collaboration. The role is responsible for identifying root causes of customer concerns, implementing corrective and preventive actions, supporting critical field issue resolution, and ensuring continuous product quality improvement to enhance customer satisfaction, product reliability, and J.D. Power IQS performance.
Key Responsibilities
1. Quality Improvement & Issue Resolution
- Lead and participate in Cross-Functional Teams (CFTs) for investigation and resolution of warranty, field, supplier, process, and design-related quality concerns.
- Conduct structured root cause analysis using problem-solving methodologies and ensure implementation of effective corrective and preventive actions.
- Drive closure of quality concerns through MBPA and other quality management processes.
- Monitor effectiveness of corrective actions and ensure recurrence prevention.




- Present quality improvement status and issue closure updates in quality review forums with senior management.
- Collaborate with Engineering, Current Quality, Advanced Quality, Supplier Quality, Customer Support, and Technical Services teams for timely resolution of customer issues.

2. Customer Feedback & J.D. Power IQS Performance Improvement
- Analyze field feedback, customer surveys, and J.D. Power IQS data to identify recurring customer concerns.
- Facilitate cross-functional reviews for prioritization and resolution of major IQS issues.
- Drive Voice of Customer (VOC) capture initiatives through customer interactions and structured feedback mechanisms.
- Conduct customer visits and field investigations to gain deeper insights into product concerns.
- Develop and track action plans for quality improvement initiatives and management reviews.
- Support continuous enhancement of customer sat

📌 Senior Manager (Pune)
🏢 TataMotors
📍 Pune