Customer Quality Coordinator

Job Description: Customer Quality Coordinator

Position: Customer Quality Coordinator

Reporting to: Customer Quality Incharge

No. of Direct Reports: Nil

No. of Indirect Reports: Nil

Key Purpose of the Job :

The Customer Quality Coordinator is responsible for collating customer complaints and quality issues for respective subsystem. The role holder is responsible to conduct analysis on failed material, follow set procedures and guidelines to arrive at conclusion within stipulated timelines. Additionally, the role holder also works onspecial projects for quality improvement activities.

Educational Qualification / Experience required :

- Graduate degree in Engineering (Mechanical or Electrical)
- Certifications in Quality concepts / tools
- Experience of 2 to 6 years in analysis of quality issues / problems
- Should possess knowledge of Quality standards and testing procedures
- Should possess good written and verbal communication skills

Key Responsibilities :

1. Responsible to collate customer complaints and conduct preliminary level analysis to address issues / problems
2. Responsible to support in-depth analysis and coordinate with stakeholders on Root Cause Analysis (RCA), Corrective Action Preventive Action (CAPA), documentation of issue resolution and feedback to customers
3. Track and monitor warranty claims, Free of Cost (FOC) replacement, vendor debit and related activities
4. Provide support in projects, initiatives for customer quality implementation and delivery, sustenance audits and standardization

Task Analysis:

Indicative Tasks

1. Responsible to collate customer complaints and conduct preliminary level analysis to address issues / problems

Collate customer complaints data received through CCS (Customer Care System) to prepare matrix of complaints, issues and priorities regularly

Retrieve accurate information from database including historical instances, other details of occurrence, related to the subsystem / area handled

Coordinate with Aftermarket field service technicians / branch offices to collect adequate evidence / information on complaints / issues including photographic, video graphic evidence and First Investigation Report (FIR)

Provide inputs to field team on immediate containment action, preventive measures to be taken on site, as relevant and necessary

Collect failed material part from field for physical analysis

Conduct preliminary inspection of failed parts / compressor and provide resolution, as necessary

2. Responsible to support in-depth analysis and coordinate with stakeholders on Root Cause Analysis (RCA), Corrective Action Preventive Action (CAPA), documentation of issue resolution and feedback to customers

File FIR for incident and conduct Root Cause Analysis (RCA), GEMBAs of reported issues to understand underlying causes

Undertake scenario recreation of conditions under which failure took place as required to gain a deeper understanding of the cause for failure

Conduct RCA of problem / issue as per Elgi guidelines and standards including 7 steps analysis, employing other quality tools, as relevant and necessary

Coordinate with CFT, problem solving teams to ensure right solutions are achieved and validated

Identify CAPA opportunities to prevent recurrence of issue along with Customer Quality and other stakeholders including Production, Line Quality

Track status of Customer Quality CAPAs raised and review actions to analyze impact / effectiveness of CAPA to resolve issues as planned

Document the steps in quality testing undertaken as well as CAPAs to ensure recurrence of errors are minimized

Document quality issues through DWM, EWM, to educate Production, Quality teams on possible causes and steps to avoid recurrence of issues

3. Track and monitor warranty claims, Free of Cost (FOC) replacement, vendor debit and related activities

Track customer complaints / issues / part failure raised for coverage under warranty

Monitor based on reports, analysis and resolution for FOC replacements

Create documentation as required to provide "Free of Cost" - FOC service, repairs and parts to customer and coordinate with Aftermarket service technician

Coordinate for vendor claims, prepare debit note to suppliers through Accounts for warranty claims on failure of supplier's parts

Track, update status of warranty PPM and maintain MIS of warranty related claims

Provide support in projects to reduce warranty PPM through observations in shop floor, supplier production processes and analysis of data collected from field

Provide inputs to Aftermarket on service campaigns, product recalls, replacement of parts / components to proactively address customer complaints / field issues

4. Provide support in projects, initiatives for customer quality implementation and delivery, sustenance audits and standardization

Participate in Cross Functional Teams (CFT) of allotted subsystems formed to tackle various quality issues and improvement of current levels of efficiency

Undertake sustenance audits as required for completed CAPAs to ensure change in processes are institutionalized and errors are not repeated

Analyze requirement and raise ECR (Engineering Change Request) with design team, to improve on-field performance of compressors, as necessary