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

1. 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.

2. 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.

3. Critical Field Issue Management

- Investigate critical field failures and establish root causes through systematic analysis.
- Develop and execute corrective action plans in collaboration with relevant CFTs.
- Coordinate implementation of Field Action Campaigns (FACs), service actions,



and product improvement initiatives through Customer Care teams.
- Monitor execution effectiveness and ensure timely completion of field corrective actions.
- Track closure status and verify long-term effectiveness of implemented solutions.

4. New Product Launch & Early Field Quality Management

- Participate in Quick Response Team (QRT) activities for new product launches.
- Review and analyze daily field claims and emerging quality concerns.
- Support investigation and resolution of critical launch-related field issues.
- Work closely with design, manufacturing, supplier quality, and service teams to identify root causes and implement robust corrective measures.
- Coordinate field action campaigns, recalls, retrofitment programs, and service improvement initiatives.
- Ensure timely closure of recalls, FACs, and retrofit activities within defined timelines.

Desired Candidate Profile

Educational Qualification

- FULL-TIME REGULAR B.E. / B.Tech degree.
- 8-15 Years of relevant experience.

Experience

- Customer Quality
- Field Quality
- Warranty Analysis
- Product Quality
- Service Quality
- Supplier Quality

Technical Knowledge

- Automotive systems, aggregates, parts, and vehicle functionalities.
- Warranty management and field quality processes.
- Service operations and dealership practices.
- Root Cause Analysis (RCA) and structured problem-solving methodologies.
- Manufacturing and assembly processes.
- Customer satisfaction and quality survey analytics.
- Field Action Campaigns (FACs), recalls, and retrofit management.

Key Skills & Competencies

- Customer Centricity
- Driving Execution & Ownership
- Structured Problem Solving
- Analytical Thinking
- Cross-Functional Collaboration
- Quality Improvement & Continuous Improvement
- Stakeholder Management
- Data Analysis & Interpretation
- Communication & Influencing Skills
- Decision Making & Prioritization




- Warranty & Field Failure Analysis
- Voice of Customer (VOC) Management

Tata Motors is an Equal Prospect 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 new 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 (Gujarat)
🏢 TataMotors
📍 Gujarat