About the role

Role Name Sectiion Head ( Customer Support - RNAIPL, TKML, Reva, Whirlpool, Samsung & Ashokleyland) Role Description To handle customer for product , process and change management Role purpose To manage smooth & efficient functioning of CUSTOMER SERVICE Section Document created by D.Lakshmipathi Responsibilities KRA (Key Result Areas) KPI (Key Performance Indicators) Heads Quality management Compliance to customer specific requirement (RNAIPL, TKML, Reva, Whirlpool, Samsung & Ashokleyland Customer satisfaction score / Monthly results Initiate & ensure the Engineering changes implementation in the parts as per customer requirement Follow up ECN change Points / Items Sample production on time Dispatch on customer committed date Check the PPAP status for the Changes monitoring customer PPM No. of customer claims Monthly customer result report Monitor the Sequence rejection and communciate to plant and take CM Sequence Rejection cost Customer's approval for changes made in Process / Product / Packing / Transportation No. of changes / ECN Record Timely carry-out & submit PPAP Engineering change notice tracking sheet. Performance indicators sheet Monitoring of CAPA against customer complaints & their effectiveness for these actions CAPA verification sheet Submit monthly inspection reports to the customer Monthly customer Reports Responsible for Material supply as per customer requirement Pre-dispatch inspection sheet Sample evaluation during initial product development Sample Evaluation record Stop the material supply of any defective parts to the customer. No. of customer claims Monthly customer result report Check & reject the countermeasure report incase of ineffective actions Countermeasure Report Manpower Development To plan and develop the skill matrix of section's members as per roles and responsibility Training plan vs actual Total employees involvement Monitoring Meeting attendance Number of QC circles Number of PDCA's Training and understanding of person to attend market claims In-house training Awareness of issue at site Fitment process of new model glasses in vehicle & their quality parameters Quality petrol check sheet for new models Cost reduction Monitoring & evaluate packing quantity increased in pallet Inspection std as per ECN Manage multi-claims during one visit Claims Reports Co-ordinate to send inspection gauge at customer sites for glass inspection through company's dispatch trailer Inspection at customer end Vs taxi used Budgeting To participate in section budgeting and control Budget plan vs actual Safety - of Manpower To monitor & implement SOP's for safety so as to build safe working environment by ensuring adherence to safety norms. Continuous Training on Safety Norms. Safety audit score/calendar REQUIREMENTS Knowledge Knowledge of Glass Manufacturing process., Claim handling procedure, Excellent in Problem solving techniques, Engineering change procedure, FMEA, PQCT, PPAP ,MSA, SPC. Experience '(Number of years) 7 to 8 yrs. Skills Managerial, Communication, Leadership Motivation. Qualification Graduate in Mech. Engg. INTERACTION Internal Customers Other External parties/Vendors All customers, Internal ( NMD, Production., Marketing , PPC , Dispatch , Marketing, Pallet section, H.R , Supply chain) etc. RNAIPL, TKML, Reva, Whirlpool, Samsung & Ashokleyland Child parts supplier (occasionally) DECISION MAKING AUTHORITIES 1) To take decision on hold material. 2) To stop production in case of any abnormality produced. 3) To take decisions in resolving the quality issues / Technical queries at customer end

Assistant Manager- Customer Quality

About the role

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