Solar Panel Product Quality
Gurgaon · Executive
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Job description
Job Description: AGM – Solar Customer Quality Excellence
Position Title: Assistant General Manager (AGM) – Customer Quality Excellence
Department: Quality / Customer Experience
Reporting To: GM / Head – Quality & Operations
Location: HO / Plant / Project Sites (as required)
Role Purpose
The AGM – Solar Customer Quality Excellence is responsible for leading customer-facing quality functions, ensuring high customer satisfaction, effective complaint resolution, warranty governance, and continuous improvement in product and field quality across solar projects and products.
Key Responsibilities
Customer Quality Leadership
Own and drive the customer quality excellence strategy for solar products and EPC projects.
Act as the single point of contact for key customers on quality-related matters.
Represent quality leadership in customer meetings, audits, and reviews.
Customer Complaints & Escalations
Lead investigation and closure of customer complaints, NCRs, and escalations.
Drive cross-functional root cause analysis (RCA) and implementation of CAPA.
Ensure timely resolution in line with SLA and customer expectations.
Warranty & Field Quality Management
Govern warranty claims, field failures, and reliability issues.
Analyze field performance data to identify trends and improvement opportunities.
Drive corrective actions with Manufacturing, SCM, R&D, and EPC teams.
Customer Audits & Compliance
Lead and coordinate customer audits, inspections, and third-party assessments.
Ensure compliance with IEC, BIS, MNRE, UL, TÜV and contractual quality requirements.
Ensure audit readiness and closure of observations within defined timelines.
Quality Performance & Reporting
Establish and review customer quality KPIs (complaints rate, response TAT, warranty cost, CSAT).
Prepare quality dashboards and leadership reports for management reviews.
Drive reduction in Cost of Poor Quality (COPQ) related to customers.
Cross-Functional Coordination
Work closely with Production, Projects, SCM, R&D, and Service teams to improve customer quality outcomes.
Provide customer feedback inputs for product and process improvement.
Support Sales & BD teams during technical and quality discussions with customers.
Continuous Improvement & Excellence
Lead Lean, Six Sigma, and Kaizen initiatives focused on customer quality improvement.
Benchmark best practices and implement customer-centric quality processes.
Promote a culture of customer-first and zero-defect mindset.
People Management
Lead and mentor customer quality engineers and field quality teams.
Build capability through training on customer handling, quality tools, and compliance.
Drive performance management and succession planning within the team.
Key Skills & Competencies
Strong expertise in customer quality, field quality, and warranty management.
In-depth knowledge of solar PV systems, EPC execution, and power electronics.
Proficiency in RCA tools (8D, FMEA, Fishbone, 5 Why).
Excellent customer communication, negotiation, and stakeholder management skills.
Data-driven mindset with strong analytical capabilities.
Qualifications & Experience
B.E./B.Tech in Electrical / Mechanical / Electronics Engineering.
12–18 years of experience in solar / renewable energy / EPC / manufacturing.
Prior experience in handling key customers and large solar projects.
Six Sigma / Lead Auditor certification preferred.
KPIs
Customer complaint closure TAT
Warranty cost reduction
Audit compliance score
Customer satisfaction (CSAT)
Repeat quality issues reduction
Open Positions
1
Skills Required
Manufacturing Quality, Customer Quality, Quality Inspection
Role
Job Description: AGM – Solar Customer Quality Excellence
Position Title: Assistant General Manager (AGM) – Customer Quality Excellence
Department: Quality / Customer Experience
Reporting To: GM / Head – Quality & Operations
Location: HO / Plant / Project Sites (as required)
Role Purpose
The AGM – Solar Customer Quality Excellence is responsible for leading customer-facing quality functions, ensuring high customer satisfaction, effective complaint resolution, warranty governance, and continuous improvement in product and field quality across solar projects and products.
Key Responsibilities
Customer Quality Leadership
Own and drive the customer quality excellence strategy for solar products and EPC projects.
Act as the single point of contact for key customers on quality-related matters.
Represent quality leadership in customer meetings, audits, and reviews.
Customer Complaints & Escalations
Lead investigation and closure of customer complaints, NCRs, and escalations.
Drive cross-functional root cause analysis (RCA) and implementation of CAPA.
Ensure timely resolution in line with SLA and customer expectations.
Warranty & Field Quality Management
Govern warranty claims, field failures, and reliability issues.
Analyze field performance data to identify trends and improvement opportunities.
Drive corrective actions with Manufacturing, SCM, R&D, and EPC teams.
Customer Audits & Compliance
Lead and coordinate customer audits, inspections, and third-party assessments.
Ensure compliance with IEC, BIS, MNRE, UL, TÜV and contractual quality requirements.
Ensure audit readiness and closure of observations within defined timelines.
Quality Performance & Reporting
Establish and review customer quality KPIs (complaints rate, response TAT, warranty cost, CSAT).
Prepare quality dashboards and leadership reports for management reviews.
Drive reduction in Cost of Poor Quality (COPQ) related to customers.
Cross-Functional Coordination
Work closely with Production, Projects, SCM, R&D, and Service teams to improve customer quality outcomes.
Provide customer feedback inputs for product and process improvement.
Support Sales & BD teams during technical and quality discussions with customers.
Continuous Improvement & Excellence
Lead Lean, Six Sigma, and Kaizen initiatives focused on customer quality improvement.
Benchmark best practices and implement customer-centric quality processes.
Promote a culture of customer-first and zero-defect mindset.
People Management
Lead and mentor customer quality engineers and field quality teams.
Build capability through training on customer handling, quality tools, and compliance.
Drive performance management and succession planning within the team.
Key Skills & Competencies
Strong expertise in customer quality, field quality, and warranty management.
In-depth knowledge of solar PV systems, EPC execution, and power electronics.
Proficiency in RCA tools (8D, FMEA, Fishbone, 5 Why).
Excellent customer communication, negotiation, and stakeholder management skills.
Data-driven mindset with strong analytical capabilities.
Qualifications & Experience
B.E./B.Tech in Electrical / Mechanical / Electronics Engineering.
12–18 years of experience in solar / renewable energy / EPC / manufacturing.
Prior experience in handling key customers and large solar projects.
Six Sigma / Lead Auditor certification preferred.
KPIs
Customer complaint closure TAT
Warranty cost reduction
Audit compliance score
Customer satisfaction (CSAT)
Repeat quality issues reduction
Education/Qualification
B.E. Mechanical
Desirable Skills
Quality
Years Of Exp
15 to 30 years
Designation
Assistant General Manager
tags
Manufacturing Quality, Customer Quality, Quality Inspection
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