Head Expert Problem Solving Digital Tech. Quality BU

Job description
Purpose of the Role

The role is responsible to lead a team of Problem Solvers and Subject Matter Experts and will be accountable for solving complex problems in vehicles and developing and digital Fault Trees to improve problem resolution time and effectiveness. In addition, to drive the digital initiatives like Quality 4.0 and advanced telematics for A.I. assisted problem solving, failures prediction and pro-active field actions for improving product reliability. Building problem solving capabilities within the BU and supporting Customer Quality in issue life cycle management and FMQ in improving product reliability. Development and deployment of web portals for digitalization of processes and parameters related to Quality. Development and deployment of digital solutions (dashboards, portals, apps, visualization, etc.) for all CV Quality verticals.

Job Responsibilit

y1. Strategy Process Orientation

:Drive strategy to systematically lower down the IPTV, EPV, Warranty and Problem Resolution time with effective occurrence prevention and recurrence prevention actions

.Along with ERC, Customer Quality, FMQ, Supplier Quality and Plant Quality create and update elaborate fault trees on all failure modes and digitize them

.Review all projects for effective and timely closures

.Create effective Quality Information Brochures to support FMQ in improving future products

.Drive Quality 4.0 and other digital technologies implementation for break-through improvements in product Quality and Reliabilit

yEnsure use of data from telematics, IOT, Track & Trace and other products for systematic problem resolution, addressing customer requirements and benchmarking with competitors

.2. Financial Management

:Plan, Monitor and systematically bring down warranty expenditure

.Reduce internal rejection and rework through digitalization of processes

.3. Relationship development

:Ensure good relationships with all internal and external stakeholders to acquire timely professional support to meet the targets and implement digital technologies

.Drive Cross Functional Teams for Issue Resolution and Recurrence Prevention (for structured problem solving six sigma green or black belt

)Co-ordinate with all stakeholders for resolving issues related to telematics and bringing out new features and updates

.4. People Management

:Conduct periodic problem solving training, fault tree analysis training, SPC & MSA trainings, periodic project reviews and collaborate with HR in designing modules for technical and problem solving skills for the Quality Organization

.Training and handholding the teams for digital technologies implementation and telematics issue resolution

.
Stakeholder Profiles & Nature of Interactio

nsInterna

l:Product Li

neInteraction with product line responsible to resolve customer quality related issues like warranty complaints, expenses et

c.Customer Suppo

rtInteraction with customer support on Product complaint report, Failed parts/aggregates for analysis, Dealer complaint investigation report, Pre-mem

o.Communicate with customer support for resolution of telematics related complaint

s.Current Quali

tyRegular communication with Current Quality on supplier related warranty issues and status of actions planned for the sa

meProduct Support Te

amCoordination for resolving Customer Issue and monitor Customer Data Analys

isOperations Quali

tyProviding inputs/ ICA to Operations quality on Process improvements and providing PCA in order to resolve defects. Inputs for digitalize process and gate contro

ls

ITImplementation of digital technologies, Quality 4

.0Inputs for Telematics issues and feature enhancemen

tsSales & Marketi

ngCapturing the feedback related to telematics. Provide support in collecting voice of customers and training the customer on usage. Streamlining the KYC and other processes of telematic

s.

HRPerformance Management System, Talent Management, Talent Acquisition, Transfers, Traini

ngF

MQSupport in building QIBs and QAP cycles for improving product reliabilit

y.
Extern

al:TML Dealersh

ipsInteraction with dealers for understanding the customer complaint details and their analy

sisTML Suppli

ersCommunication with suppliers for analysis of warranty failed parts received at plant on weekly basis and status of actions planned for the s

ame
Desired Candidate Pro

fileEducation: B.E./ B. Tech; Optional: Any PG in Management/ Techno

logyRelevant Experience: 15+ y

earsRelevant experience in Automobile Industry, Fault Tree Analysis, Problem Solving tools, product quality improvement, regulatory norms, digital technologies, telematics, A.I. & M.L. tools, data visualization, data modelling, IOT, benchmarking in manufacturing and quality practices, Customer complaint handling and management, projects manage

ment
Skills & Compete
• nciesHigh level of technical knowledge and expertise in Aggregates, Digital technologies and telem
• aticsProblem Solving Skills – SS Black Belt or SPS Adv
• ancedAnalytical and logical thi
• nkingProficiency in statistical tools like SPC, MSA, DOE,
• etc.Expertise in Quality Control tools like FMEA, FTA, Lean, TQM,
• etc.Knowledge of warranty management proc
• essesIndustry 4.0 – AI/ML/Big data/Web technol
• ogiesData visualization, data modelling, data based decision m
• akingDecision making sk
• ills.Communication S
• killsProcess orient
• ationCustomer Orient
• ationPeople Manage