Senior Quality Coordinator
Pune · Senior
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Job description
Job Purpose
LOCATION: Eastern India (Kolkata or Jamshedpur)
The Quality Service Engineer is responsible for handling customer complaints, providing technical support, conducting product inspections and diagnostics, coordinating with internal manufacturing teams, and ensuring timely resolution of customer concerns. The role acts as a key interface between customers and plant quality teams to improve product performance, customer satisfaction, and field quality.
Job Duties and Responsibilities
Key Responsibilities
Suport Customer Complaint Management
- Handle customer complaints and understand product-related concerns.
- Investigate field failures and support root cause analysis.
- Ensure timely documentation and closure of complaints.
Field Support & Technical Assistance
- Provide on-site customer support whenever required.
- Conduct product inspections and troubleshooting activities.
- Support vehicle integration and application audits.
Product Quality Analysis
- Perform diagnostics, measurements, and failure analysis.
- Prepare technical reports and recommend corrective actions.
- Share quality improvement feedback with internal teams.
Coordination & Follow-up
- Coordinate with plant teams for complaint resolution.
- Arrange collection and return of field-failed parts.
- Track corrective actions until successful closure.
Customer Support & Training
- Maintain effective customer relationships.
- Conduct customer training on product usage and troubleshooting.
- Ensure prompt support to enhance customer satisfaction.
Key Performance Indicators (KPIs)
-
- Customer Complaint Closure TAT
- Reduction in Repeat Failures
- Customer Satisfaction Score
- Field Issue Resolution Effectiveness
- Timely Completion of Root Cause Analysis
- Corrective Action Closure Rate
- Support for Warranty Reduction Initiatives
Education and Qualifications
Diploma / BE / Btech with 3 - 7 Years of relevant Experiecne
Skills
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