Customer Quality Manager

Bloom Engineering; Krishnagiri District; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Bloom Engineering Company seeks a seasoned Quality Leader to own customer quality for railway products, including field and on-site support. You will lead investigations (8D, RCA, PFMEA), coordinate with production units, and drive proactive visits with field teams to resolve issues and prevent recurrence.

You will manage QA processes, communicate effectively with stakeholders, and help elevate reliability metrics while supporting budgets and onboarding new quality leaders across factories.

Qualifications

• Demonstrated expertise in quality management and problem solving.
• Experience coordinating with multiple stakeholders across sites.
• Strong knowledge of QRQC, 8D, RCA, PFMEA and control plans.

Responsibilities

• Own customer quality issues at customer premises and internal sites.
• Resolve customer claims within agreed timelines using PFMEA and RCA.
• Coordinate QRQC with plant teams to resolve quality complaints.
• Plan proactive customer visits and track corrective actions to prevent recurrence.
• Maintain reliability data and customer quality metrics to drive improvements.

Skills

QRQC/8D

RCA/FTA

PFMEA

Control Plan

Quality Tools

Leadership

Education

Bachelor's degree in Engineering

Tools

WIM database

Quality Data base

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 elevate 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

Required Candidate Profile

People Management: YES l NO

If People Management, how many employees are managed

Number of people :1

Budget Management: YES l NO

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)

• 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