Domnic Lewis International
Location
Secunderabad | India
Job description
Exp: 6-10 years
Location: Hyderabad
Promote Customer-Centric Strategies within Organizations
- Prioritize Customer Experience in Alignment with Business Objectives:
- Establish metrics for evaluating customer experience aligned with business priorities.
- Collaborate with business stakeholders to define and implement improvement plans.
Efficiently Address Customer Dissatisfaction:
- Swiftly and effectively resolve customer dissatisfaction through containment, correction, and prevention measures.
- Ensure timely resolution of complaints, escalating unresolved issues to the appropriate entities.
- Drive Customer Centricity Initiatives:
- Continuously gather and assess Voice of Customer feedback, including input from Customer Service and Logistics Departments (CSLD), within designated areas of responsibility.
- Proactively eliminate dissatisfaction by effectively managing and preventing customer issues.
- Champion the Integrated to Process (I2P) framework within the entity.
Collaborative Issue Resolution:
- Escalate customer issues to relevant organizations for collaborative resolution in the customer's best interest.
- Regularly analyze customer issues to identify key areas for improvement and initiate preventive projects.
- Continuous Improvement and Quality Assurance:
- Update Robustness programs (e.g., Process Control Plan - PCP, Failure Mode and Effects Analysis - FMEA) based on customer complaints.
- Collaborate with other entities to address and prevent customer-affecting problems.
- Lead containment actions for known issues and analyze feedback from Customer Voice tools to develop comprehensive improvement plans.
External Complaint Management:
- Handle complaints from other entities directed to the plant.
- Manage the expert assessment process, including root cause analysis validation and effectiveness measurement of corrective actions if the plant serves as an Expert Center.
Qualifications:
- Bachelor's degree or Diploma in Electrical/Mechanical Engineering.
- Minimum 5 years (Diploma) or 8 years (Bachelor's) of relevant experience.
- Proficiency in general manufacturing processes, customer management, and basic quality techniques (e.g., Statistical Process Control - SPC, 7 Quality Control Tools, Six Sigma).
- Familiarity with MV, LV & IC products/equipment, electrical net architecture, customer applications, IEC standards, laboratory testing, and safety protocols.
- Ability to provide independent advice, demonstrate autonomy, rigor, and responsiveness.
- Serve as the technical representative at the site with strong diplomatic skills to manage customer relationships during quality crises.
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