Quality

Summary :

• This position will be part of Infield quality and will report to Infield quality Lead will be based at Greater Noida plant
• This position will be responsible for new product and current product improvement activities, field failure analysis and resolution for assign product series.

Dimensions :

Position Responsibility                                   :              Managing Field quality for specific products from

Greater Noida Tractor Plant

Future role expansion                                                        

Job Responsibilities :

Area of Expertise:

ð Expertise diagnostic & root Couse analysis in TIER 4 engine, TCU, EDC, onboard diagnosis system.

ð Expertise in problem-Solving processes and methods on the electronic engine, transmission, hydraulics- through “on board diagnostic” through HH Menu & EST.

ð Excellent knowledge of the electrical & hydraulics schematics.

ð Expertise in trouble shouting and problem solving in vehicle- Hydraulics, transmission, electrical, electronics.

ð Familiar with Teamcenter and Teamcenter Vis mockup

Responsible for interactions with the global Technical Support teams and brand organizations (Regions, Area’s, Branches, markets, and Importers):

• Provide answers / resolutions to technical questions (ASIST, phone, personal contacts, market visits)
• Responsible for producing all technical information for the field for their Product Line (inc. PIP (Campaign), Service Bulletins and SNU) also covering development and validation of rework instructions.
• Responsible for creating, maintaining, and updating PB Masters to provide the latest information regarding open issues to the Technical Support and Field Service teams.
• Visit the field to; investigate specific concerns by collecting technical data, understand the local market requirements, promote the company’s customer driven image and boost customer satisfaction and loyalty.
• Be the Quality representative to support the markets by providing in-depth technical feedback for meetings with the brands, dealers, importers, and customers.
• Prepare and present detailed technical feedback on product improvements and open concerns at regular technical update conferences.
• Assess, validate, and approve the KOR requests from all markets (STS).
• Organize failed parts recall to the partners for root cause investigation.

Interactions with the internal departments (Product Platforms, Engineering, Manufacturing, Spare Parts, Warranty, Technical Publications, and Training):

• Represent the marketplace and the voice of the customer during CPM activities (Early Warning and Current Product Management (CPM).
• Identify emerging concerns from the field, gather supporting information, consolidate and escalate.
• Play a central role in the collection of data to diagnosis and define new CPM profiles (including in-field investigation) to ensure efficient and effective problem resolution.
• Assist in the development and validation of containment and fix actions.
• As a key member of the Early Warning Team, closely monitor the performance of new products in the field, escalating new issues when necessary to ensure they are actioned within a short timeframe.
• Identify Product Improvement Programs (PIPs) required in the field and present them to the CPM team.
• Create PIP bulletins and monitor the launch in conjunction with Spare Parts and Warranty.
• Organize the installation of Items on Test and feedback the results to CPM Team.
• Represent the customer in product development activities with engineering and the Product Platforms.
• Escalate legal and safety issues to and discuss with the Product Safety Committee.
• Support Technical Publications with product specific knowledge and experience assisting with development of the Service and Operator’s manuals.
• Support the spare parts organization with product knowledge and technical parts support.

·      Manage the Recall of failed components for further investigation with CPM team

Organization Chart :

Reporting to India In-field Quality Lead who is further reporting to Country Head – India.

Key Performance Indicators:

• Improvement over Last Year Actual in Base warranty F/100, ACPU Warranty cost, PIP Interventions F/100 (x0.5)
• Response to Level 2 /Level 3 ASIST escalations and resolution in quality manner
• Service communication, PIP launch and tracking
• CPM Targets Achievement for Regional In-field Quality (L2/L3 Escalations) in terms of pace, containment
• Ensure regular (Bi-weekly / Monthly) calls with critical markets
• Proper tracking and closure of action items.

Major Challenges :

• Collecting feedback from reginal field team for root cause analysis, opening profile, generate containment solution
• Co-ordinating with CPM team, Plant Quality and Field teams to gather Quality information on defects, providing a containment and solution within the stipulated time targets.

Internal    

Product Platforms, Engineering, Manufacturing, Spare Parts, Warranty, Technical Publications, Plant Quality, Brand and Training

External

Regional field team, Regional technical support team, Dealer and Distributor Service manager and technician

Qualifications/Skills :

·              Skill sets, both in terms of leadership and functional competencies supported by varied experience.

·              Good communication skills, Understanding of customer behavior, Analytical approach and good product knowledge

·              Leadership skills to handle team and contingency situations