Customer Quality & Warranty Manager - Electrical

Reference

R4TADB190518

Consultant

Anita Dale

Location

Warwickshire

Category

Manufacturing & Engineering

Benefits

childcare offers, medical services, employee discounts, on-site parking, catering facilities, sports & health opportunities

Start Date

An experienced Customer Quality & Warranty Manager is sought by a leading manufacturing organisation to join their team based in Coventry.

The Role:

As the Customer Quality & Warranty Manager you will lead the customer quality interface between the organisation’s Chassis Controls (CC) and Car Multimedia (CM) divisions, and JLR Electrical Centre of Competence (CoC).

You will be responsible for all aspects of Quality & Warranty transformation, interfacing between sales, quality and engineering organisations of both companies to jointly define and deliver quality transformation projects required to close the gap to quality performance targets.

You will manage status and KPI reporting and customer escalations, and drive proactive measure to identify emerging quality concerns. Your day to day duties will include:

Operational:

  • Man-Mapping customer quality org. including stakeholder analysis & customer satisfaction assessment
  • Act as the first point of customer contact for Launch, Plant and Field quality and warranty related business, triage new customer requests / complaints, check the plausibility of data before deciding on appropriate action in conjunction with the customer and internal quality teams
  • Maintain an accurate quality issues list, work with customer and internal divisional quality teams (QMC) to ensure issue owners, standard problem definitions and 8D progress status is available at agreed frequency
  • Jointly identify & ensure the delivery of quality & warranty projects required to reach target state
  • Jointly identify & ensure the delivery of customer quality & warranty improvement projects required to reach target state, for ‘no trouble found’ and customer related failures
  • Managing return part process including claims handling, IQIS registration & 8D results
  • Consulting, documentation and training of customer and regional specific processes (provide expert knowledge on JLR quality and warranty processes to the organisation’s Divisions (GB))
  • Manage sorting actions for plant quality escapes i.e. 0-km & self-complaints
  • Support warranty / campaign cost analysis, negotiation & payments
  • Support the planning & preparation for senior quality management meetings including Quality Summit and A/ B Panel
  • Lead the planning & preparation for senior quality management meetings including Quality Governance and Supplier Quality Review
  • Support the GCT / RCT and EO/SO teams regarding quality & warranty topics (e.g. acquisition phase, MBM, global network, customer requirements)
  • Manage the intelligent quality management (iQM) process to ensure target state is reached, utilising JLR and internal team members to complete the necessary 8D actions
  • Support the maintenance of the JLR-Q plant quality process and KPI
  • Prepare & develop specific customer reporting (e.g. 0-mileage / field / launch report, delta warranty decision, specific target reporting)
  • Ensure the correct operation of the 0km and field returns relating to JLR overseas operations in Brazil, India, China, Austria and Slovakia.

Strategic:

  • Lead the development of the quality improvement strategy for the Electrical CoC, ensure alignment with the customer and internal divisional stakeholders
  • Ensure the annual SQW headcount planning activity is aligned with the CC and CM QMC organisations prior to business plan submission, to ensure customer-specific quality activities are resourced appropriately
  • Define & plan launch support activities according to JL/SQW & CDQ 0308 process description
  • Support the Front Desk Engineering (FDE) team to investigate emerging regional quality issues
  • Drive proactive use of customer data throughout the vehicle lifecycle to provide early warning of quality defects, i.e. DTC reduction, NFF analytics, FIELD claims alert, etc.

The successful Customer Quality & Warranty Manager will demonstrate:

Essential:

  • Degree in an engineering discipline
  • Quality & warranty management (Field / Plant / Launch / Engineering)
  • 8D problem solving experience
  • Analysis and interpretation of field warranty data
  • Customer projects & process management
  • Process engineering / continuous improvement (CIP)
  • Solid IT skills including core abilities with Microsoft Office software, in particular with Excel and use of pivot tables and graphs, and with PowerPoint
  • Effective presentation skills
  • Valid driving license
  • Willingness to travel to Bosch & customer locations when required (UK, Europe)
  • Self-motivated, driven with a strong analytical mindset
  • Able to work under pressure and minimum supervision
  • Willing to work individually and as part of a team
  • Disciplined and organized, inquisitive and willing to learn
  • Good communication skills across all seniority levels, both internally and externally
  • Pro-active mindset to solve potential warranty concern

Desirable:

  • Project management qualifications (PMI, Agile)
  • Problem Solving in 8D, Six Sigma
  • Electrical systems, components, application, calibration (Restraints, Camera, Radar, Infotainment, Automated Driving)
  • Automotive systems engineering covering mechanical, hydraulic, electrical & electronic domains
  • Software quality management incl. ASPICE
  • Data mining & analytics tools and techniques
  • Automotive systems diagnostics
  • German language skills

Benefits:

  • Excellent salary
  • Flexible worktime options, benefits and services
  • Childcare offers
  • Medical services
  • employee discounts
  • Various sports and health opportunities
  • On-site parking
  • Catering facilities
  • Access to local public transport
  • Room for creativity
  • Urban infrastructures
  • Rural surroundings

Customer Quality & Warranty Manager

Coventry, Warwickshire

Excellent salary + benefits

Town/City

Coventry

Region

Warwickshire

Country

United Kingdom

Salary:

Any

Job Type:

Permanent

Hours:

Full Time

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