Deputy Manager/Manager – Customer Quality & Warranty

About the role

The role is responsible for executing customer warranty protocols, reducing external defect costs, and ensuring customer satisfaction through effective quality management and cross‑functional collaboration.

Key responsibilities

• Execute customer warranty protocols and drive reduction of external defect costs.
• Monitor customer perception, define actions to improve satisfaction, and manage post‑approval customer requirements.
• Conduct system‑level failure analysis, identify root causes, and prepare reports for senior management meetings.
• Collaborate with plants and various departments on special projects to meet business requirements and reduce complaints.
• Ensure readiness for internal quality audits, address escalations and non‑compliance cases, and resolve them.
• Apply problem‑solving tools (8D, 5 Why, Ishikawa) to resolve quality issues.

Required profile

• Bachelor's degree in Mechanical, Automotive, Electrical, or Power Electronics engineering.
• Minimum 10 years of experience in the automotive industry within Quality and Customer Quality functions.
• Proven experience in customer warranty management and external defect cost reduction.
• Strong knowledge of quality management systems and standards such as ISO 9001 and IATF 16949.
• Demonstrated ability in field failure analysis and root‑cause investigation.
• Excellent communication and presentation skills for interaction with customers and cross‑functional teams.
• Experience with automotive diagnostic tools and system‑level troubleshooting.
• Knowledge of statistical and data analysis techniques.

Required skills

• ISO 9001 quality management system.
• IATF 16949 automotive quality standard.
• Field failure analysis and root‑cause investigation.
• 8D problem‑solving methodology.
• 5 Why analysis.
• Ishikawa (fishbone) diagram.
• Automotive diagnostic tools.
• System‑level troubleshooting.
• Statistical data analysis.