: AGM – Solar Customer Quality Excellence

Position Title: Assistant General Manager (AGM) – Customer Quality Excellence

Department: Quality / Customer Experience

Reporting To: GM / Head – Quality & Operations

Location: HO / Plant / Project Sites (as required)

Role Purpose The AGM – Solar Customer Quality Excellence is responsible for leading customer-facing quality functions, ensuring high customer satisfaction, effective complaint resolution, warranty governance, and continuous improvement in product and field quality across solar projects and products.

Key Responsibilities

Customer Quality Leadership

Own and drive the customer quality excellence strategy for solar products and EPC projects.

Act as the single point of contact for key customers on quality-related matters.

Represent quality leadership in customer meetings, audits, and reviews.

Customer Complaints & Escalations

Lead investigation and closure of customer complaints, NCRs, and escalations.

Drive cross-functional root cause analysis (RCA) and implementation of CAPA.

Ensure timely resolution in line with SLA and customer expectations.

Warranty & Field Quality Management

Govern warranty claims, field failures, and reliability issues.

Analyze field performance data to identify trends and improvement opportunities.

Drive corrective actions with Manufacturing, SCM, R&D;, and EPC teams.

Customer Audits & Compliance

Lead and coordinate customer audits, inspections, and third-party assessments.

Ensure compliance with IEC, BIS, MNRE, UL, TÜV and contractual quality requirements.

Ensure audit readiness and closure of observations within defined timelines.

Quality Performance & Reporting

Establish and review customer quality KPIs (complaints rate, response TAT, warranty cost, CSAT).

Prepare quality dashboards and leadership reports for management reviews.

Drive reduction in Cost of Poor Quality (COPQ) related to customers.

Cross-Functional Coordination

Work closely with Production, Projects, SCM, R&D;, and Service teams to improve customer quality outcomes.

Provide customer feedback inputs for product and process improvement.

Support Sales & BD teams during technical and quality discussions with customers.

Continuous Improvement & Excellence

Lead Lean, Six Sigma, and Kaizen initiatives focused on customer quality improvement.

Benchmark best practices and implement customer-centric quality processes.

Promote a culture of customer-first and zero-defect mindset.

People Management





Lead and mentor customer quality engineers and field quality teams.

Build capability through training on customer handling, quality tools, and compliance.

Drive performance management and succession planning within the team.

Key Skills & Competencies

Strong expertise in customer quality, field quality, and warranty management.

In-depth knowledge of solar PV systems, EPC execution, and power electronics.

Proficiency in RCA tools (8D, FMEA, Fishbone, 5 Why).

Excellent customer communication, negotiation, and stakeholder management skills.

Data-driven mindset with strong analytical capabilities.

Qualifications & Experience

B.E./B.Tech in Electrical / Mechanical / Electronics Engineering.

12–18 years of experience in solar / renewable energy / EPC / manufacturing.

Prior experience in handling key customers and large solar projects.

Six Sigma / Lead Auditor certification preferred.

KPIs

Customer complaint closure TAT

Warranty cost reduction

Audit compliance score

Customer satisfaction (CSAT)

Repeat quality issues reduction

: AGM – Solar Customer Quality Excellence

Position Title: Assistant General Manager (AGM) – Customer Quality Excellence

Department: Quality / Customer Experience

Reporting To: GM / Head – Quality & Operations

Location: HO / Plant / Project Sites (as required)

Role Purpose The AGM – Solar Customer Quality Excellence is responsible for leading customer-facing quality functions, ensuring high customer satisfaction, effective complaint resolution, warranty governance, and continuous improvement in product and field quality across solar projects and products.

Key Responsibilities

Customer Quality Leadership

Own and drive the customer quality excellence strategy for solar products and EPC projects.

Act as the single point of contact for key customers on quality-related matters.

Represent quality leadership in customer meetings, audits, and reviews.

Customer Complaints & Escalations

Lead investigation and closure of customer complaints, NCRs, and escalations.

Drive cross-functional root cause analysis (RCA) and implementation of CAPA.





Ensure timely resolution in line with SLA and customer expectations.

Warranty & Field Quality Management

Govern warranty claims, field failures, and reliability issues.

Analyze field performance data to identify trends and improvement opportunities.

Drive corrective actions with Manufacturing, SCM, R&D;, and EPC teams.

Customer Audits & Compliance

Lead and coordinate customer audits, inspections, and third-party assessments.

Ensure compliance with IEC, BIS, MNRE, UL, TÜV and contractual quality requirements.

Ensure audit readiness and closure of observations within defined timelines.

Quality Performance & Reporting

Establish and review customer quality KPIs (complaints rate, response TAT, warranty cost, CSAT).

Prepare quality dashboards and leadership reports for management reviews.

Drive reduction in Cost of Poor Quality (COPQ) related to customers.

Cross-Functional Coordination

Work closely with Production, Projects, SCM, R&D;, and Service teams to improve customer quality outcomes.

Provide customer feedback inputs for product and process improvement.

Support Sales & BD teams during technical and quality discussions with customers.

Continuous Improvement & Excellence

Lead Lean, Six Sigma, and Kaizen initiatives focused on customer quality improvement.

Benchmark best practices and implement customer-centric quality processes.

Promote a culture of customer-first and zero-defect mindset.

People Management

Lead and mentor customer quality engineers and field quality teams.

Build capability through training on customer handling, quality tools, and compliance.

Drive performance management and succession planning within the team.

Key Skills & Competencies

Strong expertise in customer quality, field quality, and warranty management.

In-depth knowledge of solar PV systems, EPC execution, and power electronics.

Proficiency in RCA tools (8D, FMEA, Fishbone, 5 Why).

Excellent customer communication, negotiation, and stakeholder management skills.

Data-driven mindset with robust analytical capabilities.

Qualifications & Experience

B.E./B.Tech in Electrical / Mechanical / Electronics Engineering.

12–18 years of experience in solar / renewable energy / EPC / manufacturing.

Prior experience in handling key customers and large solar projects.

Six Sigma / Lead Auditor certification preferred.

KPIs

Customer complaint closure TAT

Warranty cost reduction

Audit compliance score

Customer satisfaction (CSAT)

Repeat quality issues reduction

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