Experience

Perfectice

• United States
• E-Learning Providers
• 1 - 100 Employee

• Customer Quality Manager

  • Oct 2019 - Present



Nissan Motor India Pvt Ltd

• Gurugram, Haryana, India

• Customer Quality Manager

  • Feb 2016 - Sep 2019

  Outsourced Call Centre Management: Managing and training the Nissan outsourced call centre. VOC Management: Analysis of Customer voice and Planning Countermeasure along with concerned department. Repair Quality Improvement: Ensuring the First Time Right Repair to enhance CSI & SSI. Product Quality Improvement: Product VOC & Warranty analysis to provide feedback to Plant Quality Assurance Team. Technical Communication: Preparation and Communication of Technical and Service Bulletin to All India Dealers. Show less



Toyota Kirloskar Motor

• India
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Sr. Officer – Cross Functional member in Customer Relation Division

  • Feb 2012 - Jan 2016

  Accountable for Diagnosis Improvement & Resolution of Technical concerns for 33 Dealers of North and Central India.  Joint Field investigation of Critical concern with TMC Japan and TMAP for concern resolution.  Coordination with team at Regional office for Prompt Concern Closure and improving Dealer Diagnostic Skills.  Liaising with Customer Service/Legal/Quality/Sales department for VOC management and countermeasure planning.  Conducting market survey and Customer feedback Surveys for future product development. Making the Field Technical Report (FTR) and coordinating with the Toyota Motor Corporation Japan for Product Quality Improvement.  Dealer Audits in Customer Touch Point Sop’s through CTP Obheya.  Update dealers on the quality improvement status on timely basis once countermeasure is taken by plant.  Field Fix development for Critical Concerns.  Implementation of Quality Gates (First time Right Process Tools) at Dealership to improve CSI.  Market Surveys (Customer/Competitions) Show less



Mahindra and Mahindra Limited [Automotive and Farm Equipment Business]

• India
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Assistant Manager –Plant Engine Team (Quality Department)

  • Aug 2009 - Jan 2012

  Overseeing New Product launch of Mahindra Maxximo in Pune Area Office and Kolkata Area Office, bringing market share in Competitor dominated market to 23%.  Customer Concern handling and supporting dealers for Diagnosis.  Warranty failure Analysis.  Concept design generation, Engine system development, Design Review / DFMEA, DVP finalization, feasibility study & validation at component level.  Using the Problem Solving Technique for solving the Assembly line problems.  Water pump failure due to shaft breakage (Mustang Engine)  Design & development of weight reduction & cost reduction proposal Show less