Customer Quality Manager

Wabtec Corporation; Krishnagiri District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Wabtec Corporation in India is seeking a Senior Leader in Customer Quality responsible for transforming the customer quality organisation, leading by example, and building an agile, resilient team to ensure product reliability across railway subsystems.

The role focuses on owning customer quality at customer premises, resolving claims, coordinating QRQC, conducting RCAs, and driving proactive visits and audits to prevent recurrence, with emphasis on zero km, warranty, COPQ targets.

Qualifications

• Bachelor’s degree in Engineering
• Basic Awareness training on Quality Management Systems, QRQC, PFMEA, control plan, ECR management
• Training on handling customer portals and internal portals (like WIM data base, Quality Data base etc…)

Responsibilities

• Demonstrated ownership on customer quality (internal and at customer’s premises) related to IR.
• Instrumental in resolving all customer claims within stipulated time with excellent REX management and PFMEA approach
• Represent Customer within Wabtec on Quality matters (communication/Escalation)
• Co-ordinate plant QRQC to resolve customer complaints.
• Conduct investigation of field returned parts & initiate robust RCA for the solution
• Visit to customer site to get feedback on product, WR /0km issue Analysis / Joint note sign-off as per plan/requirement. Maintain OPL and track for closure.
• Plan Proactive customer visits (NR,ER,SR,WR) and start regular interaction with field team.
• Start monthly audits for all previous actions (as defined in 8D for Zero km & warranty issues) to prevent recurrence.
• Visiting various Production units and Railway sheds of Indian Railway to demonstrate the product quality and presenting the counter measures on associated quality challenges
• Ensure the Major Design changes are implemented at filed in the real time
• For any process/design modifications, enforce the rules for change control
• Generate and Maintain product Reliability data for all IR products and share with Reliability team for the improvement
• Maintain customer quality metrics (Zero KM, Warranty, PPM & COPQ) within the target and escalate if the results are out of controls
• Ensure to release timely RCA in coordination with Operation & Engineering team
• Ensure to get positive feedback year on year in Cusoemer Survey in Quality domain
• Overall cost reduction initiatives to support the budget and positive impact on financials.

Skills

Quality leadership

Customer quality

QRQC

8D

PFMEA

RCA

Communication

Team building

Education

Bachelor’s degree in Engineering

Quality Management Systems training

Portal & data base training

Tools

WIM data base

Quality Data base

Job description

• Transformation of Customer quality organisation by keeping “customer Centric” approach
• Lead by example while solving complex quality challenges (internal and external)
• Creating agile and resilient team to overcome business challenges and demonstrate sustainability and product reliability

Job Description

Mission

Key missions of the position:

• Transformation of Customer quality organisation by keeping “customer Centric” approach
• Lead by example while solving complex quality challenges (internal and external)
• Creating agile and resilient team to overcome business challenges and demonstrate sustainability and product reliability

Responsibilities

Primary Responsibilities:

• Demonstrated ownership on customer quality (internal and at customer’s premises) related to IR.
• Instrumental in resolving all customer claims within stipulated time with excellent REX management and PFMEA approach
• Represent Customer within Wabtec on Quality matters (communication/Escalation)
• Co-ordinate plant QRQC to resolve customer complaints.
• Conduct investigation of field returned parts & initiate robust RCA for the solution
• Visit to customer site to get feedback on product, WR /0km issue Analysis / Joint note sign-off as per plan/requirement. Maintain OPL and track for closure.
• Plan Proactive customer visits (NR,ER,SR,WR) and start regular interaction with field team.
• Start monthly audits for all previous actions (as defined in 8D for Zero km & warranty issues) to prevent recurrence.
• Visiting various Production units and Railway sheds of Indian Railway to demonstrate the product quality and presenting the counter measures on associated quality challenges
• Ensure the Major Design changes are implemented at filed in the real time
• For any process/design modifications, enforce the rules for change control
• Generate and Maintain product Reliability data for all IR products and share with Reliability team for the improvement
• Maintain customer quality metrics (Zero KM, Warranty, PPM & COPQ) within the target and escalate if the results are out of controls
• Ensure to release timely RCA in coordination with Operation & Engineering team
• Ensure to get positive feedback year on year in Cusoemer Survey in Quality domain
• Overall cost reduction initiatives to support the budget and positive impact on financials.

Associated Responsibilities:

• Effective execution of Customer centric approach for IR.
• Communicate effectively (spoken and written) with all stake holders (internal and external) by making suitable presentations and creating positive impact.
• Bring new ideas & strategic initiatives in Quality domain to maintain enterprise approach and support for business
• Bring the multidisciplinary skills and build the Quality team to handle increased business growth

People Management: YES l NO ¨

If People Management, how many employees are managed?

Number of people :1

Budget Management: YES l NO ¨

Required Candidate Profile

Education/Training

• Bachelor’s degree in Engineering
• Basic Awareness training on Quality Management Systems, QRQC, PFMEA, control plan, ECR management
• Training on handling customer portals and internal portals (like WIM data base, Quality Data base etc…)

Professional Experience

• Minimum of 20 years of work experience in the field of Railway products and sub systems (Brakes, Couplers, HVAC, Panto, Doors etc…) exclusively.
• In-depth of knowledge of customer interface on our products and sub systems and demonstrated capability of influencing customers on documents and audits (able to propose changes and creating winning edge).
• Exposure on International assignments and demonstrated ability to resolve quality challenges – across the globe.
• Hands on experience in working relationship with RDSS, production units (like RCF, MCF, ICF etc..) Zonal Railways and propose changes in the specifications and requirements

Key Competencies (Transversal/Professional)

Competence

Level

Independent usage of Quality Tools (QRQC, 8D, RCA, FTA, PFMEA, Control Plan etc…)

Able to train members and associates (customer and supplier)

Technical knowledge on products and sub systems

Able to explain independently to all stake holders (mainly customers)

Development of Team

Able to create and mentor Quality leaders in each Focused factory

Communication (oral, written and presentation)

Able to create the communication methodology / channel without any influence and support

Quality system and procedures

Able to propose changes in the existing QMS for betterment.

Languages

Fluency in English (speak, read, and write)

Fluency in Hindi (speak, read, and write)

Adequacy in Tamil (speak)

Other Specifications

• Channel partner between various functions (like Engineering, sourcing, methods, IE…) while resolving quality challenges.
• SPOC for all external customers

Additional Information

What could you accomplish in a place that puts People First?

At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.

If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you.

Who are we?

Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.

Culture powers us and the possibilities.

We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress.

We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

Need accommodation? Just let us know - we’ve got you.