Dy. Manager - Customer Quality

Tata AutoComp Systems Limited; Pune District; On-site; INR 800,000 - 1,100,000; Full time

Job summary

Tata AutoComp Systems Limited in Pune region is seeking a quality professional focused on customer complaint management. You will log, analyze and drive resolutions using 8D methodology, and collaborate with Production, QA, R&D and Service to implement corrective actions.

The role emphasizes root cause analysis, CAPA, customer audits, and regular reporting. You will also prepare quality metrics and MIS for management reviews, and coach team members on customer handling, audit readiness and QMS

Responsibilities

• Receive, log, analyze and drive resolution of customer complaints using 8D methodology.
• Collaborate with internal departments (Production, QA, R&D, Service) for resolution of customer issues and implementation of corrective actions.
• Monitor and review customer highlighted issues & customer complaints data to initiate improvements.
• Coordinate and lead customer audits; ensure timely closure of NCs and system compliance.
• Drive structured problem-solving (5 Whys, Fishbone, etc.) and ensure implementation & effectiveness of CAPA.
• Regularly update customers on progress, provide quality reports, and maintain a healthy relationship.
• Prepare quality metrics, MIS, presentations, and support management reviews.
• Coach team members on customer handling, audit readiness and QMS tools.

Job description

1. Customer Complaint Management
Receive, log, analyze and drive resolution of customer complaints using 8D methodology. 2. Cross-Functional Coordination
Collaborate with internal departments (Production, QA, R&D, Service) for resolution of customer issues and implementation of corrective actions.

3. Customer Complaints Analysis
Monitor and review the customer highlighted issues & customer complaints data to initiate improvements.

4. Customer Audit Handling
Coordinate and lead customer audits; ensure timely closure of NCs and system compliance. 5. Root Cause Analysis & CAPA
Drive structured problem-solving (5 Whys, Fishbone, etc.) and ensure implementation & effectiveness of CAPA.

6. Customer Reporting & Communication
Regularly update customers on progress, provide quality reports, and maintain a healthy relationship.

7. Internal Reporting & Dashboard Management
Prepare quality metrics, MIS, presentations, and support management reviews.

8. Training & Team Development
Coach team members on customer handling, audit readiness and QMS tools.