- Handle customer 0-KM complaints and warranty claims from reporting through closure, including root cause analysis, 8D investigations, and corrective action reports
- Monitor and improve customer quality indices; prepare data for management reviews and customer scorecards
- Conduct part and system-level investigations using problem-solving tools (5-why, PSS analysis) and present findings to customers
- Maintain customer complaint database and communicate quality alerts to internal teams and customers
- Coordinate immediate containment of defective parts with support teams and manage customer portal updates
- Execute customer warranty protocols to reduce external defect costs and ensure timely issue resolution
- Conduct regular customer plant visits and line walks for new products and warranty issue resolution
- Manage quality crisis situations, task forces, and worldwide coordination for critical quality incidents
**Product Quality Management (QMM):**
- Conduct and supervise internal and external quality audits (C/AU, AUD, IQA, IATF, customer audits) across all shifts
- Coordinate PPAP activities, concession approvals, ECR reviews, and current product releases with appropriate risk assessments
- Participate in new product development line walks, FMEA reviews, and provide lessons learned from similar products
- Manage change approvals (CARV), process/product changes, and ensure customer approvals align with business requirements
- Support MAE/process release activities through FMEA reviews, control plan updates, and release checklists
- Identify and escalate product quality risks based on audit findings and customer complaint analysis
- Ensure timely updates of quality reports (SMIR, 4M, audit closures) on customer portals
- Coordinate quality improvement initiatives and horizontal deployment of key actions across the value stream