Exide Energy - Manager - Customer Quality Assurance

Job Overview:

The position of Head - CQA (Customer Quality Assurance) will be Guiding and leading a team which is

- First Person contact with OEM to handle the OEM and Field complaints.

- On time reporting at the customer site and ensure the immediate containment and permanent actions as well.

- Continuous interaction with OEM customers and resolve their queries.

- Should establish the process for the handling the customer complaints.

And prepare MRM reports.

- Root cause analysis of the battery pack received from field and OEM.

And ensure the on-time warranty settlements.

- Monitor and maintain the warranty targets well within the limits.

- Drive the internal team to take on time containment actions and follow-up for the permanent countermeasures.

Main Responsibilities:

- Developing the Quality Strategy, Policies, Processes, Standards and Systems for EESL CQA front.

- Need to establish the process for field complaint handling (like google sheet, jira etc.

- Responsible to develop the end-to-end process for the warranty parts movement from warranty claim to analysis and debiting to the supplier etc.

- Well versed knowledge of customer complaints handling and reporting through DPHV and CPU targets.

- Should have analytical knowledge for the battery pack issues (like deep discharge, low range, vehicle not going to drive mode, CAN communication issues etc.

- Responsible for the ECR and ECN against the warranty / customer complaints.

- Should be well versed against the telematic data handling and understanding the battery pack usage patterns like critical parameters related with SOC / SOH, charging and discharging of vehicle.

- Should have capability to convert bulk data to useful insights.

- Responsible for the immediate containments at our PDI and customer end receiving inspection.

- Simulation and validation of customer complaints in plant and improving the product life cycle.

- Promote the use of preferred techniques for continuous improvement in processes such as Lean, Six-Sigma, Poka-Yoke (Error Proofing), Measurement System Analysis and FMEA (Failure Mode and Effects Analysis) and PDCA cycles.

- Regulate, control and improve the quality of all processes throughout the business and the final product regularly as per the Organisation's Aspirations and Objectives.

- Building and compiling systematic documentation and optimizing them.

- Ensure and promote Zero Defect Mindset within the organisation by bringing in Result based triggering of process Adjustments.

- Understand and implementation of best practice from Benchmark organisations to improve the Performance.

- Monitoring and Communicating the Key Performance Indicators of the Product Realisation and monitor the team performance.

- Develop Self and Others: Learn, Manage, Coach and Develop to bring in a High-Performance Team.

- Closely working with all QA partners to establish world class QA systems.

Position Manager - Customer Quality Assurance

Department - Quality

Location - Bengaluru / Gujarat (travel expected)

Reports to VP - Quality

- Ensuring implementation of Cost saving measures within the Quality function.

- Ensure Zero Incidents and reduced unsafe Conditions in Quality through Continuous Assessments and Course Corrections.

Key Internal Interfaces:

Management: MRM reporting.

- Service: For warranty management.

- Plants: For all Monitoring of Process with an aim towards Zero Defects at PDI.

- Quality: For Standardisation and Deployment.

- SCM: warranty part replacement and scrap.

Key External Interfaces:

- Suppliers : For debiting against the issue, - Customers: For ensuring Customer Satisfaction

DESIRED PROFILE :

Education : Bachelor's degree or above.

- Master's degree is preferred.

- Six sigma Green Belt / Black Belt.

- Data science courses would be added advantages.

- EV vehicle courses added advantages

Experience:

15 to 20 years of experience in the Automotive Industry / EV Automotive / Battery Manufacturing - Minimum 10 years of experience Customer / field quality management.

- Lithium-ion battery industry is an added advantage.

DESIRED SKILLS:

Functional: Thorough knowledge of Eclectic vehicle architecture.

- Trouble shooting capabilities for the EV battery pack issues.

- Knowledge about lithium-ion cells and pack manufacturing.

- Capabilities to converge the telematic and DBC file data's.

- Should be experience in team handling.

Behavioral:

- Excellent interpersonal communication, logical analysis, negotiation, decision-making - Sensitive against customer complaints.

- Proficient in business etiquette, supply chain management, contract management and other related knowledge and processes - Excellent resource coordination, planning, process control capabilities - Urge to adopt new developing concepts in Quality Management.