Job Description

Analyze customer VOC to identify their dissatisfaction concerns based on survey feedback, translate this VOC into technical words, and discuss these concerns with Monozukuri to request and track countermeasure actions to reduce bothersome and improve customer satisfaction.PRINCIPAL ACCOUNTABILITIESDissatisfaction Improvement

• VOC understanding \xe2\x80\x93 customer expectation / bothersome
• VOC translation into technical words (GEMBA, concern duplication, data collection, summary report)
• Competitor/benchmark analysis to support the business case
• Meeting with the CFT team for issues prioritization
• Meeting with CVE & R&D to explain the VOC severity and propose the customer requirement to improve satisfaction

India region \xe2\x80\x93 Dissatisfaction Activity Coordination

• Coordinate Master List Generation and agreement with local counterparts
• Coordinate the monthly submission of customer data to IPSOS (external supplier) for the QCS survey
• Coordinate the Purchase Order and Contract Signature for the QCS Survey contract for India region
• Coordinate the voice of the customer classification into issue codes (\xe2\x80\x9cbinning\xe2\x80\x9d) with the support of the Artificial Intelligence Engine

DISSAT Improvement \xe2\x80\x93 Master List Closure Ratio

• Close interaction with R&D / Monozukuri / Aftersales for quick action on customer DISSAT concerns and closure ratio on Master List concerns.
• Apply field fix solution to DISSAT customers
• Follow the 360 approach and consider countermeasure action from all possible areas to improve customer satisfaction (production C/M, field fix, customer treatment, communication)

Dissatisfaction Activity - Process Improvements

• Collaboration with PQMO (oCQE team) for recurrence prevention of Dissatisfaction concerns to new models / new projects.
• Drive process optimization activities to automate routine tasks
• Incorporate additional sources of information into Dissatisfaction Activity (Social Media, Dealer VOC, etc.)

MAJOR CHALLENGESDISSAT Activity:
a) Issue Prioritization for C/M action
b) Translate VOC into technical words that are accepted by R&D / Monozukuri
c) Getting Business acceptance for countermeasure improvement
d) Coordinate VOC and top issues prioritization for regions outside IndiaEDUCATIONAL QUALIFICATIONS
Bachelor of Mechanical Engineering or Automobile Engineering
Diploma in Mechanical Engineering or Automobile EngineeringRELEVANT EXPERIENCE
Experience in field quality concern resolution in the automobile industry.
Experience in data analysis and concern reporting.PERSONAL CHARACTERISTICS & BEHAVIOURS
Self-driven approach, Logical thinking, Positive mindset, quick learner, multiple task management, good in complexity change, good networking with CFT members, strong leadership, good communication skill Chennai India

Nissan