Role Name Sectiion Head ( Customer Support - RNAIPL, TKML, Reva, Whirlpool, Samsung & Ashokleyland)

Role Description To handle customer for product , process and change management

Role purpose To manage smooth & efficient functioning of CUSTOMER SERVICE Section

Document created by D.Lakshmipathi

Responsibilities KRA (Key Result Areas) KPI (Key Performance Indicators)

Heads

Quality management Compliance to customer specific requirement (RNAIPL, TKML, Reva, Whirlpool, Samsung & Ashokleyland Customer satisfaction score / Monthly results

Initiate & ensure the Engineering changes implementation in the parts as per customer requirement Follow up ECN change Points / Items

Sample production on time

Dispatch on customer committed date

Check the PPAP status for the Changes monitoring customer PPM No. of customer claims

Monthly customer result report

Monitor the Sequence rejection and communciate to plant and take CM Sequence Rejection cost

Customer's approval for changes made in Process / Product / Packing / Transportation No. of changes / ECN Record

Timely carry-out & submit PPAP Engineering change notice tracking sheet.

Performance indicators sheet

Monitoring of CAPA against customer complaints & their effectiveness for these actions CAPA verification sheet

Submit monthly inspection reports to the customer Monthly customer Reports

Responsible for Material supply as per customer requirement Pre-dispatch inspection sheet

Sample evaluation during initial product development Sample Evaluation record

Stop the material supply of any defective parts to the customer. No. of customer claims

Monthly customer result report

Check & reject the countermeasure report incase of ineffective actions Countermeasure Report





Manpower Development To plan and develop the skill matrix of section's members as per roles and responsibility Training plan vs actual

Total employees involvement Monitoring Meeting attendance

Number of QC circles

Number of PDCA's

Training and understanding of person to attend market claims In-house training

Awareness of issue at site

Fitment process of new model glasses in vehicle & their quality parameters Quality petrol check sheet for new models

Cost reduction Monitoring & evaluate packing quantity increased in pallet Inspection std as per ECN

Manage multi-claims during one visit Claims Reports

Co-ordinate to send inspection gauge at customer sites for glass inspection through company's dispatch trailer Inspection at customer end Vs taxi used

Budgeting To participate in section budgeting and control Budget plan vs actual

Safety - of Manpower To monitor & implement SOP's for safety so as to build safe working workplace by ensuring adherence to safety norms.

Continuous

Training on Safety Norms.

Safety audit score/calendar

Requirements

Knowledge Knowledge of Glass Manufacturing process., Claim handling procedure,

Excellent in Problem solving techniques, Engineering change procedure, FMEA, PQCT, PPAP ,MSA, SPC. Experience

'(Number of years) 7 to 8 yrs.

Skills Managerial,

Communication,

Leadership

Motivation.

Qualification

Graduate in Mech. Engg.

INTERACTION

Internal Customers Other External parties/Vendors

All customers, Internal ( NMD, Production., Marketing , PPC , Dispatch , Marketing, Pallet section, H.R , Supply chain) etc. RNAIPL, TKML, Reva, Whirlpool, Samsung & Ashokleyland

Child parts supplier (occasionally)

DECISION MAKING AUTHORITIES

- To take decision on hold material.
- To stop production in case of any abnormality produced.
- To take decisions in resolving the quality issues / Technical queries at customer end

📌 Assistant Manager- Customer Quality (Bawal)
🏢 Asahi India Glass Limited (AIS)
📍 Bawal