Senior Engineer/Assistant Manager

Roots Group of Companies; Thoppampatti; On-site; INR 600,000 - 900,000; Full time

Job summary

Roots Group of Companies seeks a Customer Quality specialist to manage complaints, field failures and warranty issues for automotive products. You will coordinate across manufacturing, design and supplier teams to contain issues, perform root cause analysis and implement permanent corrective actions.

The role emphasizes 8D reporting, data-driven decisions and continuous COPQ reduction. You will work with cross-functional teams to ensure timely resolution, support audits, and drive preventive

Qualifications

• Automotive Tier1 QA experience with customer quality, complaints, field failures and warranty handling.
• Proficient in 7 QC Tools, 8D methodology and root-cause analysis.
• Knowledge of IATF 16949 and ISO 9001 standards; experience with audits and corrective actions.
• Ability to analyze quality data, prepare technical reports and coordinate corrective actions.
• Strong analytical, problem-solving and interpersonal skills; good communication.

Responsibilities

• Handle customer complaints, field failures, warranty claims and rejections from reporting to closure.
• Coordinate with cross-functional teams to contain issues, identify root causes and implement permanent corrections.
• Prepare and submit 8D reports within customer timelines; monitor effectiveness of actions.
• Conduct failure analysis and track COPQ, warranty costs and KPIs like PPM and closure time.
• Maintain complaint databases and evidence of corrective actions; ensure sustained improvements.
• Support quality improvement projects and preventive actions; participate in audits and reviews.

Skills

Automotive Tier1 QA experience

7 QC Tools

8D methodology

Root cause analysis

Cross-functional coordination

Quality data analysis

Education

Bachelor's degree in Electronics & Communication / Electrical Engineering

Job description

1. Job Purpose

To support and manage customer quality activities, including customer complaints, field failures, warranty claims and customer rejections. The role requires effective root cause analysis, implementation of corrective and preventive actions, reduction of warranty costs and Cost of Poor Quality (COPQ), and continuous improvement in customer satisfaction.

2. Key Responsibilities

A. Customer Complaint Management

• Handle customer complaints, field failures, warranty claims and customer rejections from initial reporting through final closure.
• Coordinate with internal cross-functional teams to establish immediate containment, identify root causes and implement permanent corrective actions.
• Prepare and submit 8D reports within agreed customer timelines.
• Conduct failure analysis and monitor corrective action effectiveness to prevent recurrence.
• Maintain customer complaint records and track open concerns, action plans and closure status.
• Monitor key quality indicators, including customer PPM, warranty PPM, COPQ, complaint closure time and repeat complaint rate.
• Identify opportunities to improve product reliability and reduce quality-related losses.
• Support continuous improvement projects and preventive quality initiatives.
• Ensure corrective actions are sustained through effectiveness verification and periodic monitoring.

B. Field Failure and Warranty Cost Reduction

• Analyze field failure data, warranty claims and customer rejection trends to identify recurring defects.
• Support initiatives to reduce warranty cost, COPQ, customer PPM and rejection rate.
• Conduct product failure investigations and coordinate with manufacturing, design, process engineering and supplier quality teams.
• Implement lessons learned and horizontal deployment of corrective actions across similar products and processes.
• Track quality improvement actions and report progress against defined targets.

C. Quality Tools and Problem-Solving

• Apply the 7 QC Tools, 8D methodology, 5 Why Analysis, Fishbone Diagram, Pareto Analysis and other root cause analysis techniques.
• Support structured problem-solving activities and prepare evidence-based root cause and corrective action reports.
• Assist in FMEA reviews, risk assessments and preventive quality improvement activities.
• Use data analysis and basic statistical technique to identify quality trends and support decision-making.
• Participate in cross-functional reviews to ensure timely and effective resolution of customer concerns.

D. Quality Management Systems

• Possess working knowledge of IATF 16949 and ISO 9001 requirements.
• Ensure compliance with quality procedures, customer-specific requirements and applicable documentation.
• Support internal, external and customer audits, including corrective action implementation and closure.
• Maintain quality records, complaint databases, 8D reports and lessons-learned documentation.
• Support the implementation and monitoring of corrective and preventive actions.

3. Educational Qualification

• Bachelor's degree in Electronics and Communication Engineering or Electrical Engineering.

4. Required Skills and Competencies

• Automotive Tier1 Experience of 68 years in customer Quality, complaint handling, field failure analysis and customer rejection management.
• Good knowledge of 7 QC Tools, 8D methodology and root cause analysis.
• Working knowledge of IATF 16949 and ISO 9001 standards.
• Ability to analyze quality data, prepare technical reports and coordinate corrective actions.
• Strong analytical, problem-solving, communication and interpersonal skills.
• Ability to coordinate effectively with cross-functional teams and manage multiple customer concerns within defined timelines.
• Experience handling customer quality concerns for Renault, Mahindra, Toyota, BMW, MG Motor or FCA.
• Exposure to warranty analytics, customer-specific requirements, FMEA, APQP and preventive quality practices.
• Experience with automotive product failure analysis and warranty cost reduction initiatives

5. Key Performance Indicators (KPIs)

• Reduction in customer complaints and customer PPM.
• Reduction in field failures, warranty claims and warranty costs.
• Reduction in Cost of Poor Quality (COPQ).
• Timely submission and closure of customer 8D reports.
• Effectiveness of corrective and preventive actions.
• Reduction in repeat complaints and recurring defects.
• Compliance with customer-specific requirements and quality management system standards.