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 satisfaction metrics and quality perception.

3. Critical Field Issue Management

- Investigate critical field failures and customer escalations to determine root causes and corrective measures.
- Coordinate with CFTs to develop and execute containment and permanent corrective actions.
- Work closely with Customer Care and Dealership Networks for implementation of Field Action Campaigns (FACs).
- Monitor execution effectiveness and timely closure of field actions across the network.
- Ensure customer concerns are addressed with minimum business impact and maximum customer satisfaction.

4. New Product Launch & Early Field Feedback Management

- Participate in Quick Response Teams (QRTs) during new product launches.
- Review daily warranty claims and early field issues to identify emerging quality risks.
- Support field investigations for critical launch-related issues and expedite problem resolution.
- Coordinate with stakeholders to implement recalls, retrofitments, and field action campaigns when required.




- Ensure timely closure of launch-related quality concerns and effective feedback incorporation into future product improvements.
- Provide learnings and failure prevention inputs for upcoming vehicle programs.

Stakeholder Management

Internal Stakeholders

Customer Support / Customer Care

- Daily review of field failures and customer complaints.
- Planning and execution of Field Action Campaigns (FACs), retrofits, and customer resolutions.
- Monitoring closure of campaigns and customer satisfaction improvements.

Current Quality

- Joint investigation and analysis of warranty failed parts.
- Root cause identification and corrective action implementation.
- Supplier debit validation and warranty failure reviews.

Supplier Quality

- Ensure timely analysis of failed components by suppliers.
- Track corrective actions and closure of supplier-related quality concerns.
- Follow up on MBPA actions and quality improvement initiatives.

Engineering, Advanced Quality & Manufacturing

- Provide field quality feedback for design and process improvements.
- Support failure prevention initiatives for ongoing and future vehicle programs.
- Facilitate incorporation of customer learnings into product development.

Dealership Network

- Gather field feedback and customer concerns.
- Support issue resolution and customer perception management.
- Drive effective implementation of quality improvement actions.

Customers / Vehicle Owners

- Interact directly to understand complaint details and usage conditions.
- Conduct VOC sessions and field visits to validate concerns and identify root causes.

Suppliers

- Review warranty failures and ensure corrective action implementation.
- Coordinate quality improvement and failure prevention activities.

J.D. Power Teams

- Support IQS improvement initiatives.
- Facilitate customer calling programs and VOC data analysis.
- Track and drive closure of major customer dissatisfaction drivers.

Joint Ventures / Subsidiaries

- Collaborate on investigation and resolution of common customer concerns.
- Share best practices and quality improvement learnings.

Desired Candidate Profile

Education

- B.E. / B.Tech in Mechanical, Automobile, Electrical, Electronics, E&TC; or related Engineering disciplines.

Experience

- Customer Quality
- Warranty Analysis
- Field Quality
- Product Quality
- Service Engineering
- Quality Assurance

Technical Knowledge

- Vehicle systems, aggregates, and component functionality.
- Warranty processes and field failure analysis.
- Automotive service and dealership operations.
- Manufacturing and assembly processes.
- Quality management systems and customer quality processes.




- Root Cause Analysis and structured problem-solving methodologies (8D, 5 Why, Fishbone, DMAIC, etc.).
- J.D. Power IQS/Customer Satisfaction methodologies.

Key Skills & Competencies

Functional Competencies

- Warranty & Field Quality Management
- Root Cause Analysis
- Customer Complaint Resolution
- Product Quality Improvement
- Data Analysis & Quality Reporting
- Field Action Campaign Management
- Cross-Functional Coordination

Behavioural Competencies

- Customer Centricity
- Driving Execution
- Analytical Thinking
- Problem Solving Orientation
- Stakeholder Management
- Effective Communication
- Decision Making
- Collaboration & Teamwork
- Result Orientation

Preferred Exposure

- J.D. Power IQS / CSI initiatives
- New Product Launch Quality Management
- Field Action Campaigns (FACs)
- Recall & Retrofit Management
- Automotive Passenger Vehicle Industry

Tata Motors is an Equal Chance Employer, committed to a fair and transparent hiring process. All recruitment decisions are based strictly on Merit, Role alignment, and Business requirements. It does not solicit or accept any form of payment or gratuity from candidates at any stage of the recruitment process. Any such request received should be considered fraudulent and reported immediately.

About Tata Motors:

Part of the USD 180 billion Tata group, Tata Motors Limited (BSE: 500570; NSE: TATAMOTORS), a USD 52 billion organization, is a leading global automobile manufacturer of cars, utility vehicles, pick-ups, trucks, and buses, offering an extensive range of integrated, smart, and e-mobility solutions. With ‘Connecting Aspirations’ at the core of its brand promise, Tata Motors is India’s market leader in commercial vehicles and ranks among the top three in the passenger vehicles market.

Tata Motors strives to bring current products that captivate the imagination of GenNext customers, fuelled by state-of-the-art design and R&D; centres located in India, the UK, the US, Italy, and South Korea. By focusing on engineering and tech- enabled automotive solutions catering to the future of mobility, the company’s innovation efforts are focused on developing pioneering technologies that are both sustainable and suited to the evolving market and customer aspirations. The company is pioneering India's Electric Vehicle (EV) transition and driving the shift towards sustainable mobility solutions by developing a tailored product strategy, leveraging the synergy between Group companies and playing an active role in liaising with the Government of India in developing the policy framework.

With operations in India, UK, South Korea, Thailand and Indonesia, Tata Motors markets its vehicles in Africa, the Middle East, Latin America, Southeast Asia, and the SAARC countries. As of March 31, 2025, Tata Motors’ operations include 93 consolidated subsidiaries, two joint operations, four joint ventures, and numerous equity-accounted associates, including their subsidiaries, over which the company exercises significant influence.

📌 Senior Manager - Customer Quality - TRIMS (Pune)
🏢 TataMotors
📍 Pune