Sr. Manager Customer Complaint Management

Sr.

Manager, Customer Quality

LOCATION: Hyderabad, India

Purpose of Position

Customer Quality Manager acts as the voice of the customer within the plant, ensuring robust handling of customer complaints, field issues, and requests while driving systemic prevention.

The role focuses on improving customer satisfaction, product reliability, and confidence through structured problem solving, strong cross-functional collaboration, and transparent communication with internal and external stakeholders

Key Responsibilities:

Customer Advocacy & Satisfaction


* Act as the primary customer advocate within the plant for all customer quality topics.


* Own customer experience metrics such as CNPS, FFR, DCR, CR, RTA, PIQ, Field Failure Rate (PPM) and drive continuous improvement actions.


* Ensure timely and effective communication with customers, Front Office, and Service teams on complaints and request

Complaint Management & Technical Analysis


* Lead end-to-end management of customer complaints, ensuring response within 24 hours and closure within defined lead times.


* Conduct and coordinate technical analysis of field return products, ensuring robust root cause analysis and effective corrective and preventive actions.


* Work with Technical Experts / Design teams to deliver high-quality technical reports that build customer confidence

Issue Prevention & Systemic Improvement


* Initiate and lead PRBs / I2Ps (Issue to Prevention) to ensure sustainable resolution of customer issues.


* Drive FMEAs for customer-related processes to identify hot points and prevent recurrence.


* Develop and deploy "test-to-fail" strategies for known and potential product failure modes

Customer-Centric Culture & Knowledge Building


* Lead and promote "Customer First" culture initiatives within the plant.


* Develop customer stories, instruction videos, and troubleshooting guides to strengthen customer confidence and internal capability.


* Actively incorporate Voice of Customer (VOC) insights into plant improvement actions

Governance & Stakeholder Management


* Represent the plant in monthly governance meetings with Global, Front Office, and Service teams.


* Collaborate closely with Production, Process Quality, IQC, SCM, Logistics, IG Plants, and LOB teams to drive customer quality performance.


* Provide clear visibility on risks, actions, and progress to leadership.



* Relationship



* Customers


* Front Office & Service Teams


* Technical Antenna / Design


* Production & Process Quality


* IQC, SCM & Logistics


* Line of Business (LOB)


* Internal & Global Quality Teams

Measure of performance


* Customer Net Promoter Score (CNPS)


* Field Failure Rate (PPM)


* Delivery Complaint Rate (DCR PPM)


* Complaint & Request Closure Lead Time


* Return-for-Analysis Performance (RTA %)


* Technical Expert Analysis Closure Lead Time (≤ 5 working days...