Deputy Manager – Customer Quality
Location: Pune
Experience: 10– 15 Years
Industry: Automotive Sheet Metal Stamping & Welding
About the Role
We are seeking an experienced and customer-focused quality professional to join our team as Deputy Manager – Customer Quality. The role involves managing customer quality requirements, resolving quality concerns, and driving continuous improvement initiatives to enhance customer satisfaction and product quality.
Key Responsibilities
Customer Complaint Management
- Lead investigation and resolution of customer complaints.
- Coordinate containment actions and implement effective corrective and preventive actions (CAPA).
- Monitor complaint trends and drive continuous improvement initiatives.
Customer Relationship Management
- Act as the primary quality contact for customers.
- Participate in customer meetings, audits, and quality reviews.
- Ensure timely communication and effective reporting of quality-related matters.
Problem Solving & Corrective Actions
- Conduct root cause analysis using 8D, 5 Why, Fishbone, and other problem-solving methodologies.
- Prepare customer reports and verify the effectiveness of implemented corrective actions.
Customer Performance Management
- Monitor customer PPM performance, returns, and field failures.
- Analyze quality trends and work towards improving customer scorecards and ratings.
Product Containment & Escalation Management
- Coordinate sorting, rework, controlled shipping, escalation management, and safe launch activities.
- Ensure prompt response to customer concerns and quality issues.
Audit & Compliance Management
- Support customer audits and ensure compliance with IATF 16949 requirements and customer-specific standards.
- Maintain readiness for audits and compliance reviews.
Cross-Functional Collaboration
- Work closely with Production, NPD, Supplier Quality, Process Quality, Tool Room, and Maintenance teams to resolve quality concerns and implement improvements.
Supplier & Field Quality Support
- Coordinate supplier corrective actions.
- Analyze field returns and warranty-related issues to identify improvement opportunities.
Data Analysis & Reporting
- Prepare customer quality reports and performance dashboards.
- Monitor trends and support continuous improvement projects through data-driven insights.
Quality Systems & Documentation
- Maintain customer complaint records, 8D reports, controlled shipping documentation, and other quality-related records.
Qualifications
- Bachelor's Degree in Mechanical Engineering.
- 10–15 years of experience in the Automotive Sheet Metal Stamping & Welding industry.
- Strong experience in Customer Quality Management and customer-facing quality activities.
Technical Skills
- GD&T
- APQP
- PPAP
- PFMEA
- Control Plan
- SPC
- MSA
- Customer Complaint Handling
- 8D Methodology
- CMM & Dimensional Inspection
Behavioral Competencies
- Customer Relationship Management
- Leadership & Team Coordination
- Analytical Thinking
- Negotiation & Communication Skills
- Conflict Resolution
- Decision Making
Key Performance Indicators (KPIs)
- Zero customer complaints.
- 100% on-time 8D report submission.
- Zero major non-conformities during external audits.
- Customer rejection PPM below 50.
Shain Beg
Senior HR Recruiter | CPHR Services Pvt. Ltd.
8856903902 / 7385666385
[email protected]
Pay: ₹898,300.00 - ₹1,698,370.55 per year
Work Location: In person
