TCS FQI Section Manager

TCS FQI Section Manager

Mission & Main Objectives

• To secure Product Quality of Nissan and Infiniti Models sold in the region and ensure Total Customer Satisfaction by providing quick resolution for concerns reported from the field
• Identify key technical concerns in the market that is impacting Customer Satisfaction and co-ordinate with multiple Production sources for an effective countermeasure in the shortest possible lead time.

• Countries: GCC + MED + Other markets

• Scope: NISSAN + INFINITI Models

Main tasks and responsibilities

• Have a strong “Customer First” and “Always Think of Customer” Mindset when deciding action(s) in day-to-day Product Quality Improvement related activities.
• Effectively interpret market VOC and communicate effectively with Production source(s) to initiate incident (concern) investigation.
• Enhance Product Quality of certain Nissan + Infiniti Models assigned by the Management.
• Responsible for securing Model Quality during complete Model Lifecycle (Right from Start of Production (SOP) until End of Production (EOP) and sometimes even beyond)
• Product Quality enhancement starts with Newly launched Model, followed by securing Initial Quality (concerns reported within first year from Start of Sales [SOS]), Durability Quality (2nd & 3rd year from SOS) and Beyond Warranty period (Post warranty concerns)

Secure New model Quality:

• Conduct Quality Audit on first batch of Production vehicles and report all identified concerns to Production source for quick countermeasure
• Conduct Task Force – Report 100% concerns to Production source for first six months from SOS and close co-ordination via daily meetings, updated tracking file, etc.
• Recurrence Prevention: Filter list of concerns on current model to avoid on Next model

Secure Initial Quality:

• Bi-Weekly analysis of warranty claims to identify Top Technical concerns per model in Initial Quality – 3MIS (Months in Service) & 12MIS and report to Production source
• Prepare Bi-weekly report to bring overall Model Quality status visibility to Management

Secure Durability Quality:

• Bi-Annual warranty data analysis of Durability concerns per model to identify Top concerns that meet Countermeasure Action criteria set by Nissan.
• Deep VOC analysis for each Durability item, to identify number of failure modes (concerns) per part and report to Production source to take countermeasure action accordingly.

Day-to-Day Job:

• Close co-ordination with Field Engineering team to collect High Quality Technical Reports from the market on concerns identified for Countermeasure action in Initial & Durability Quality and if needed visit GEMBA (on-site investigation) for additional information.
• Collect incident (failed warranty) parts from the market and conduct necessary duplication tests to re-create the concern; And share findings with Production source.
• Manage packaging, documentation, and shipping of failed parts to Production source.
• Issue Countermeasure Action Request to Production source with detailed Technical evaluation, Market impact, Customer VOC and clear request on market expectation.
• Conduct regular follow-up weekly meeting with production source to get updates on OPEN items and escalate concerns to Management that are having slow progress
• Prepare Technical Service Bulletin once countermeasure is taken by Production source
• Speed of Reporting and getting Countermeasure is crucial for Customer Satisfaction.
• Monthly analysis of Warranty claims and if an abnormal claim trend is detected, work closely with warranty team for necessary actions such as Deploy Warranty Pre-Authorization, collect parts from market and analyse, Conduct GEMBA, etc.
• Identify failures that have a high cost impact not just on Warranty Budget, but also beyond Warranty period and get appropriate solution such as Countermeasure, child part, etc.
• Identify items that have high failure rate in the market and make proposal to related function for deploying Field Action (Service Campaign, Warranty Extension, etc)
• Closely work with the team managing Quality Connection Survey (Customer feedback) on Product Quality and tackle the concerns reported via quick countermeasure.
• Close co-ordination and collaboration with other functions within the department and other departments within the Organization for day-to-day tasks, support requests, etc.
• Others – Prepare Local Purchase Orders, Propose Special Tools & Equipment’s, etc

KPIs

• Achieve Guide (PP100 vehicles) set per model for Initial & Durability Quality
• For items registered for action: Countermeasure request Issuance coverage ratio and Countermeasure adopted ratio
• Total number of Countermeasure requests issued to Production source in a Fiscal year
  (Higher the issuance è Higher the countermeasure items è Reduction in Customer complaints è Higher Customer Satisfaction & Reduction in Warranty spendings
• Speed in getting countermeasure from Production source

Educational background, qualifications:

• Diploma / Bachelor of Engineering (Mechanical, Automobile)

Experience, other skills:

MUST have worked min. five years in Automotive Dealership as a Service Engineer or Final Tester with strong technical knowledge and Vehicle evaluation skills MUST have customer facing experience, including but not limited to Service Advisor MUST have experience in technical report writing to OEM (Min. two years) MUST have some level of Technical Trainings completed, as deployed by OEM

PREFERRED to have worked with Automotive Plant in Quality Control area PREFERRED to have GCC experience – Market, environment, Ministry Rules, and regulations Know How & GCC customer behaviour and expectations PREFERRED to have working experience with OEM in Technical / R&D area PREFERRED to have GCC Driving license, to be well versed with GCC Customer driving behaviour, Usage conditions and expectations.

Computer skills / languages:
Proficient in all MS Office applications, specifically in –
WORD: To draft Technical Service Bulletins, Customer reply letter, etc

EXCEL: Data management and data analysis (pivot, graphs, etc)

POWER-POINT: Concern summary and detailed reporting to Manager/Top Management

LANGUAGE: Strong command over English language; Arabic language is an advantage

Knowledge & Skills Required

Competencies Required

• GCC Market Knowledge

• Negotiation Skills

• Product Knowledge

• Collaboration & Team Work

• Automotive Technical Skills

• Customer Focus

• Vehicle Evaluation Skills

• Analytical Thinking

• Presenting with Impact

• Communication with Impact

• Data analysis / Data Management

• Continuous Learning

Dubai United Arab Emirates