Customer Quality Manager

Wabtec; Krishnagiri District; On-site; INR 1,500,000 - 3,000,000; Full time

Job summary

Wabtec in Tamil Nadu invites an experienced Quality Leader for railway products to own customer quality management. You will interface with internal teams and customers to resolve complex quality challenges and drive sustained product reliability.

The role requires 15+ years in railway products, strong PFMEA/8D/RCA capabilities, and ability to lead cross-functional teams across sites to reduce defects and improve customer satisfaction.

Qualifications

• 15+ years of experience in railway products and subsystems.
• Proven track record in quality management and customer relations.
• Experience conducting 8D, PFMEA and RCA processes.

Responsibilities

• Own customer quality management at IR sites and customer premises.
• Lead rapid resolution of customer claims using REX and PFMEA.
• Coordinate QRQC with plant and engineering to close issues.
• Conduct field investigations of returned parts and perform robust RCAs.
• Plan proactive customer visits and monthly audits to prevent recurrence.
• Ensure design changes are implemented on field in real time.
• Maintain reliability data and key quality metrics (Zero KM, Warranty, COPQ).

Skills

Customer quality

RCA

PFMEA

QA management

Audit

Stakeholder communication

Tools

Excel

PowerPoint

QMS software

Job description

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.

Primary Responsibilities:

• Demonstrated ownership on customer quality (internal and at customers 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 escape 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.

Candidate should have minimum of 15years of work experience in the field of Railway products and sub systems