Sr. Engineer Customer Quality - Cluster

Varroc; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Varroc is seeking a dedicated professional to manage customer quality interactions and complaint handling. The role involves acting as the main contact for quality issues, coordinating investigations, and ensuring timely 8D/5D reports.

You will maintain CAPA processes, track resolutions, and participate in customer audits and quality reviews. Responsibilities include responding to complaints, leading RCA using 5 Why/Ishikawa/FMEA, and ensuring documentation such as PPAP and Control Plans meet

Qualifications

• Serve as the main point of contact for all customer quality-related issues.
• Respond promptly to customer complaints, field failures, or line rejects.
• Lead root cause analysis using 5 Why, Ishikawa, and FMEA.

Responsibilities

• Coordinate investigations with plants and ensure timely 8D/5D reports.
• Conduct regular quality reviews with customers (on-site or virtual).
• Maintain and update the CC log and register for reported customer complaints.
• Ensure 100% on-time CAPA index and closure of open quality actions.

Skills

Customer interaction

Complaint handling

Root cause analysis

CAPA implementation

Quality audits

Education

Bachelor's degree in Engineering

Tools

Ishikawa diagram

FMEA

Job description

Customer Interaction & Complaint Handling

• Serve as the main point of contact for all customer quality-related issues.
• Respond promptly to customer complaints, field failures, or line rejects.
• Maintain and update the CC log and register for reported customer complaints.
• Coordinate investigation with plants and resolution of quality concerns, ensuring timely 8D or 5D report submissions.
• Conduct regular quality reviews with customers (on-site or virtual).
• Ensure 100% on time CAPA index, Replication, plan adherence, cascading for complaints

involving machine operators closure of all complaints, submission of CAPA with stipulated time. Root Cause Analysis & Corrective Actions

• Lead root cause analysis (RCA) using tools like 5 Why, Ishikawa (fishbone), and FMEA.
• Ensure effective and sustainable implementation of corrective/preventive actions (CAPA).
• Track and close all open quality actions within agreed timelines.

Customer Audits & Documentation

• Support or lead customer audits, assessments, and quality system reviews.
• Maintain documentation such as PPAP, Control Plans, Process Flow, and Quality Alerts.
• Ensure full compliance with customer-specific requirements (CSR), IATF 16949, ISO 9001, etc.

Performance Monitoring & Improvement

• Monitor and report customer quality KPIs (e.g., PPM, DPPM, complaint frequency, warranty returns).

Identify trends in customer feedback and drive quality improvements to enhance satisfaction.

Work with internal departments (production, R&D, logistics) to ensure corrective actions are systemic.

On-Site Support & Customer Representation

• Provide on-site support at customer locations during product launches, ramp-ups, or major issues.
• Act as the voice of the customer within the organization for all quality expectations.