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Location

Khopoli | India

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Job description

Exp: 7 to 8 years in QA and QC (5 years in QMS and Customer Complaints).

He should be certified Internal Auditor of ISO 9001 -2015(Mandatory qualification for this position).

Overall Responsibilities:
• To be responsible for investigation, resolution, and reporting of all customer-related complaints.
• Ensure preventive actions are taken on Non-conformance, Customers Complaints, Product Failures by collecting data, analyzing, finding the Root Cause and take Preventive Actions to Prevent Recurrence.
• Take Active participation in LEAN, 5S, Continual Improvement Activities.
• Implement and Maintain ISO 9001-15 System
• To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.
• To manage the resolution of customer complaints, within given timescales. To be the first point of contact for all customer-related issues.
• To liaise with the client on a weekly basis and report on the level of customer complaint resolutions.
• To provide complaint trends and communicate lessons learnt to complete Mfg team.

Responsibilities & Duties: (Customer Quality)
• To be responsible for investigation, resolution, and reporting of all customer related complaints.
• Escalate all unresolved issues/complaints to your line manager whilst keeping the Mgmt informed.
• To ensure all policies and procedures relating to customer complaints are followed and are adhered to and documented.
• To be the main point of contact, with operational colleagues ensuring that tenants are kept fully always informed of progress.
• Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.
• Ensure that all written communication is carried out as per the customer care procedures and any contractual specification.
• To monitor all potential claims ensuring minimal financial impact to company.
• To liaise with all levels of management throughout the business, including clients and tenants.
• To act positively for QMS and other projects wrt organizational goals.
• To be pro-active in the development of good relations within the community and this may involve attending Client Meetings or attending tenant groups, to update on complaints, this would be by exception.
• Develop and submit PPAP documents for new product lunches to meet customer requirements.
• Participate in the development of Failure Mode and Effects Analysis (FMEA).
• Maintain and update Control Inspection Plans and FMEA's of the part.
• Ensure preventive actions are taken on Non-conformance, during Production, Customers Complaints, Product Failures by collecting data, analyzing, finding the Root Cause and take Preventive Actions to prevent Recurrence.
• Use of appropriate problem-solving techniques for effective root cause analysis and ensure successful implementation of Preventive action.
• Coordinate with Sales, Purchasing, Engineering, Production, and Maintenance to resolve customer complaints and concerns.
• Determines quality improvement parameters by identifying statistical methods relevant to manufacturing processes. Apply appropriate use of statistical techniques in the Production Processes and Incoming Material.
• Follow and insist (Self & team members) complying the Safety norms, use required Safety PPE during Manufacturing Process.

Responsibilities & Duties: (QMS).

• Formulate QMS policies as per ISO 9001-2015 requirements for effective implementation of QMS within organization.

• Conduct internal audits as per QMS plan

• Follow up with departments for documentation and share audit findings.

• Share NCs with concern departments and follow up to close NCs in time

• Prepare report of internal audits and NC closer.

• Prepare for External and customer audits.

Behavioral Skill:
• Communication –Demonstrated ability to work effectively with cross-functional work groups including suppliers, customers and associates, both verbally and in writing. Excellent listening skills.
• Adaptability – open to and actively solicit new ideas and opinions.
• Assertiveness – readily offer opinions and act even when their position may be unpopular.
• Business Thinking –Establishes and monitors appropriate financial measures, using data to make informed business decisions.
• Conflict Management – support and manage differences of opinion. Use consensus and collaboration to debate and resolve issues.
• Diplomacy – skilled at handling situations without arousing hostility. Forge coalitions.
• Energy – have the stamina and endurance to maintain a fast pace and continue to produce.
• Influence & Positive Impact – skilled at persuading, motivating, and energizing others at all levels. Passionate, personable, self-confident, and likeable. Able to flex style and direct, collaborate, or empower as the situation requires. Establish and maintain productive relationships and networks, utilizing them to facilitate business transactions.
• Initiative – proactive and takes action without being prompted.
• Learning agility – continuously seeks new knowledge, creates and fosters a culture of interest, curiosity and learning. Flexible to change and learns from failure. Seeks to improve processes and products.
• Organization & Planning – manage time wisely and effectively prioritize multiple competing tasks.
• Potential - capable of assuming more responsible roles within the organization.
• Presentation Skills – written and verbal.
• Problem Solving & Decision Making – identifies and solves problems, develops innovative solutions, acts decisively, and shows good judgment.
• Results Orientation – maintains appropriate focus on short- and long-term goals. Motivated by achievement, and persists until goals are reached, conveying a sense of urgency.
• Self-Discernment – knows personal strengths and limitations and works toward improving weaknesses.
• Team Player – respond to requests from other parts of the organization, and support larger legitimate organizational agendas.
• Visioning and Strategic Thinking – imaginative, entrepreneurial and thoughtful, creating a vision of a preferred future and communicating it clearly and enthusiastically in such a way that others are attracted to it. Knows and understands the factors influencing strategy, and acts with the future in mind.
• Safety and Housekeeping: Belief in Res safety and housekeeping standards and procedures.

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