Customer Quality Management

Lenovo; Bengaluru Urban; On-site; INR 2,800,000 - 4,500,000; Full time

Job summary

Lenovo is seeking an experienced India Customer Quality Management professional to lead field issue analysis and drive continuous improvement across service teams. You will work with front-line and back-end teams to clarify customer scenarios, perform failure analyses, and deploy proactive solutions.

The role requires 7+ years in PC hardware/software quality, proficiency with PFMEA/DFX, Excel and PowerPoint, and good English communication.

Qualifications

• Bachelor’s degree or above in Electronics or Mechanical engineering.
• 7+ years of quality-related experience in the computer industry.
• Must have PC hardware/software failure analysis and quality data analysis skills.
• Proficient in Excel and PowerPoint; basic Power BI preferred.
• Fluent in English; willing to travel.

Responsibilities

• Perform Failure Analysis on field issues (ODTS issues, CritSits, top-down cases).
• Clarify customer usage scenarios in collaboration with the Service team.
• Conduct initial local failure analysis and coordinate with back-end team for deep FA.
• Deploy customer solutions and drive continuous improvement.
• Collaborate with IFIR/RA/PSI teams; analyze quality data to identify main detractors and drive improvements.
• Coordinate India-specific quality activities (BMS, VOC, workshops) and support customer visits for critical issues.

Skills

PFMEA

NUDD

DFX

Excel

PowerPoint

Power BI

Quality data analysis

Communication skills

English fluency

Education

Bachelor's degree in Electronics/Mechanical

Tools

PFMEA

NUDD

DFX

Excel

Power BI

Job description

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Job Title – India Customer Quality Management

Responsibilities：

• Failure Analysis on Field issue (ODTS issue, CritSits, Top-down case)
• Customer using scenario clarification by co-working with Service team,
• Initial local FA and co-work with back-end team for deep FA if necessary
• Customer solution deployment
• Continuous Improvement

Regarding IFIR/RA/PSI, co-work with service team and quality KPI/PQM team,

• Analyze quality data to narrow down the main detractors
• Drive improvement with back-end team.
• Deploy proactive solution in field and release tips if necessary.
• Drive Fupan for field issue if necessary
• BMS

Acting as the India quality focal, to organize or coordinate

• India routine BMS
• India region/Service teams related workshop process mgmt.
• VOC
• As quality owner to support the customer visit for critical field issue.
• VOC case owner, drive Identification, analysis and improvement with support of backend team to enhance customer satisfaction.

Qualifications Experience Required

• Education: Bachelor’s degree or above, preferably in Electronics Engineering, Mechanical Engineering, or related fields
• Experience: 7+years over five years of quality-related work experience in the computer industry, with in-depth knowledge of personal computer hardware software failure analysis capabilities and quality data analysis capabilities. PC experience is must.
• Collaboration: be proficient in communication skills to engage effectively with customer and cross-functional teams.
• Customer synergy: Demonstrated ability to maintain strong customer relationships, addressing customer requirements proactively.
• Quality tools: Hands-on experience with PFMEA, NUDD, DFX, etc. quality tools.
• AI application: Understand basic logic of machine learning and AI large models.
• Office skills: Advanced proficiency in Excel (data analysis, modeling) and PowerPoint (report design, presentation); preference for basic Power BI capability.
• Language: Fluency in English (written and spoken) for cross-cultural communication.
• Travel requirement: Be available for business trips when necessary.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.