Customer Quality Engineer - (QA Lead KAD unit)
GKN Automotive
Date: 3 weeks ago
City: Ahmedabad, Gujarat
Contract type: Full time
Key Responsibilities
JOB DESCRIPTION
Customer Service
The conscious voice of the customer within the organisation, acting as the customer representative on all related activities. Accessing Customer B2B Portals on a regular (minimum weekly) basis in order to obtain performance metrics and update / maintain customer specific requirements.
Resolving Customer Issues
Ensure customer specific systems (APQP, change management, zero mileage, warranty service, etc) and performance requirements are understood and communicated within the organisation.
Customer Relationship Development / Prospecting
Assure customer satisfaction by Monitoring and communicating current customer performance data, and ensure alignment with internal GKN Driveline reporting.
Customer Relationship Management (CRM) Data
Hold regular meetings with the customer to develop working relationships, review current performance, and discuss future changes to requirements.
Customer Needs Clarification
Clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.
Renewals
Provide exceptional service to customers to encourage continued use of the organization's products/services.
Compliance
Develop and execute a customer quality improvement plan (Road Map) aligned with agreed objectives and end targets (KPIs).
Personal Capability Building
Undertake training when identified to improve business capability and allow for changes in technology and quality requirements. Continuously improve Customer Quality sub function.
Quality Management System
Monitors customer B2B portal data and highlights potential issues to Plant Management, Business Unit or Regional Quality Management and relevant Customer Quality Director.
Operational Compliance
Develop and execute a customer quality improvement plan (Road Map) aligned with agreed objectives and end targets (KPIs). Takes Local Plant Lead on escalated problem-solving using CSR (6 sigma, Shainin Red X, KT , etc) under the lead of Customer Quality Director leads the information flow between Plant & Customer Quality Director.
Quality Concern Management
Uses structured problem solving approach and engages cross-functional team to analyze problems in a timely manner, supported by robust data and sound logic.
Quality Reporting
Consolidates customer B2B portal data and summarize main issues/actions as part of plant Quality Reporting, Uses Monthly Voice of Customer Reports to drive improvements within plants scope.
Skills
Leverages Digital Communications with Customers
Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works without supervision and may provide technical guidance.
Masters Service Conversations
Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.
Navigates Customer Challenges
Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.
Strengthens Customer Connections
Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.
Customer-Focused Approach
Works with guidance (but not constant supervision) to orient the seller's organization around delivering to the key needs of their customers.
Builds Customer Loyalty
Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works without supervision and may provide technical guidance.
Service Into Sales
Works with full competence to recognize sales opportunities during service interactions to enhance overall customer service. Typically works without supervision and may provide technical guidance.
In-Depth Questioning
Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.
Education
BE or Diploma -Mech with experience in QA
Experience
Minimum 4-5 years of experience
JOB DESCRIPTION
Customer Service
The conscious voice of the customer within the organisation, acting as the customer representative on all related activities. Accessing Customer B2B Portals on a regular (minimum weekly) basis in order to obtain performance metrics and update / maintain customer specific requirements.
Resolving Customer Issues
Ensure customer specific systems (APQP, change management, zero mileage, warranty service, etc) and performance requirements are understood and communicated within the organisation.
Customer Relationship Development / Prospecting
Assure customer satisfaction by Monitoring and communicating current customer performance data, and ensure alignment with internal GKN Driveline reporting.
Customer Relationship Management (CRM) Data
Hold regular meetings with the customer to develop working relationships, review current performance, and discuss future changes to requirements.
Customer Needs Clarification
Clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.
Renewals
Provide exceptional service to customers to encourage continued use of the organization's products/services.
Compliance
Develop and execute a customer quality improvement plan (Road Map) aligned with agreed objectives and end targets (KPIs).
Personal Capability Building
Undertake training when identified to improve business capability and allow for changes in technology and quality requirements. Continuously improve Customer Quality sub function.
Quality Management System
Monitors customer B2B portal data and highlights potential issues to Plant Management, Business Unit or Regional Quality Management and relevant Customer Quality Director.
Operational Compliance
Develop and execute a customer quality improvement plan (Road Map) aligned with agreed objectives and end targets (KPIs). Takes Local Plant Lead on escalated problem-solving using CSR (6 sigma, Shainin Red X, KT , etc) under the lead of Customer Quality Director leads the information flow between Plant & Customer Quality Director.
Quality Concern Management
Uses structured problem solving approach and engages cross-functional team to analyze problems in a timely manner, supported by robust data and sound logic.
Quality Reporting
Consolidates customer B2B portal data and summarize main issues/actions as part of plant Quality Reporting, Uses Monthly Voice of Customer Reports to drive improvements within plants scope.
Skills
Leverages Digital Communications with Customers
Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works without supervision and may provide technical guidance.
Masters Service Conversations
Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.
Navigates Customer Challenges
Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.
Strengthens Customer Connections
Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.
Customer-Focused Approach
Works with guidance (but not constant supervision) to orient the seller's organization around delivering to the key needs of their customers.
Builds Customer Loyalty
Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works without supervision and may provide technical guidance.
Service Into Sales
Works with full competence to recognize sales opportunities during service interactions to enhance overall customer service. Typically works without supervision and may provide technical guidance.
In-Depth Questioning
Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.
Education
BE or Diploma -Mech with experience in QA
Experience
Minimum 4-5 years of experience
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