Job Purpose

To resolve the Warranty Complaints and field failures related to Frame suspension, Cab and FBVS in MHCV and reduce warranty cost & unscheduled visits of vehicles to workshop.

Main Accountability

·         To identify projects to resolve Top complaints w.r.t WCPV / FPV & USV and work towards resolution in CFT approach and continuously monitoring of the progress and performance.

·         To perform failed part analysis, Supplier process study, in-house manufacturing process study, Field joint investigation, Application study along with respective stakeholders for the identified top complaints.

·         To Collaborate with other functions Manufacturing, Product Development, Manufacturing Quality, Supplier Quality, Sourcing and Supply Chain & Service for Root cause analysis, Corrective action within timelines

·         To study Field/Dealer practices in addressing field complaints reported by Customers in order to understand the customer pain/need for bring the vehicle to workshop

·         To Complete Preliminary analysis and present in QIC/PPRM for taking it up with respective process owner for RCA/CA and implementation of CA within specified timeline

·         Review attribution & ensure Joint Investigation report release within specified timeline

·         To Provide feedback to service team through PCIN (product change intimation note) about the improvement and cut-off serial number for product issues resolved.

·         Follow APS/BPS methodology for problem solving

Key Decisions Taken Independently

Warranty failure resolution: Identification of Cause of failure and arriving on the corrective actions

Vendor/ Dealer debit based on joint investigation at FQC

Attribution of failure modes to respective stake holders based on the analysis

Prioritization of complaints to focus