Purpose of the Role
Act as the voice of the customer within the plant and drive resolution of warranty, JDP IQS, and field quality concerns through cross-functional collaboration, structured problem-solving, and effective implementation of quality improvements. The role focuses on enhancing product quality, improving customer satisfaction, reducing field failures, and strengthening JD Power IQS performance by providing technical support to dealerships, customer support teams, suppliers, and internal stakeholders.
Key Responsibilities
Quality Improvement & Issue Resolution
Lead and coordinate cross-functional teams (CFTs) to resolve field and warranty issues and prevent recurrence.
Drive structured root cause analysis (RCA) for major quality concerns using established problem-solving methodologies.
Ensure timely closure of supplier, process, and design-related issues through MBPA and corrective action tracking.
Monitor effectiveness of corrective and preventive actions and share progress through periodic quality reviews.
Collaborate with ERC, Current Quality,



Advance Quality, Technical Services, and senior leadership teams to drive continuous quality improvement.
Support decision-making through detailed issue analysis and actionable recommendations.
Customer Satisfaction & JD Power IQS Improvement
Analyze customer feedback, JD Power IQS findings, warranty trends, and field survey results for assigned vehicle aggregates.
Facilitate cross-functional problem-solving initiatives for major customer dissatisfaction issues.
Conduct periodic reviews with JDP-focused CFTs to monitor progress and accelerate issue closure.
Coordinate customer interactions and VOC (Voice of Customer) collection activities to gain deeper insights into field concerns.
Organize customer visits and field investigations to understand real-world usage conditions and customer expectations.
Prepare detailed action plans and review presentations for senior management.

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📌 Senior Manager Sanand
🏢 TataMotors
📍 Sanand