Responsibilities & Key Deliverables
Function: Customer Quality
Industry: Diesel Generating Sets / Power Solutions
Key Responsibilities
- Own Customer & Field Quality performance for Engines and DG Sets through structured Root Cause Analysis (RCA) and corrective actions.
- Lead resolution of critical and chronic customer complaints in coordination with Manufacturing Plants, Suppliers, Design, and Service teams.
- Drive Zero‑Hour Failure and Warranty Failure Reduction projects through Cross‑Functional Teams (CFTs).
- Provide advanced technical support to Service teams across applications:
- Telecom | Retail | Exports | Higher HP (HHP)
- Conduct field visits, service dealer interactions, and supplier visits to address key quality issues and capture Voice of Customer (VOC).
- Monitor effectiveness of corrective actions at field level and ensure closed‑loop implementation.
- Deliver product technical training and awareness programs for GOEM and Service teams.
- Lead process and product audits at Manufacturing Plants, Supplier locations, and GOEMs.
- Organize and lead monthly service review meets to track field trends, chronic issues, and action closures.
- Ensure daily technical reviews and coordination with internal quality teams.
MIS & Reporting
- Prepare and present monthly MIS dashboards covering:
- Customer field failures and closure status
- Zero‑Hour failures (Customer / GOEM / Warranty)
- Warranty project tracking till final closure
- Escalate critical trends and risks to management and stakeholders with data‑backed insights.
Technical Knowledge & Competencies
- Strong hands‑on knowledge of:
- Diesel Engines, DG Sets, Alternators, Control Panels, DG Controllers
- Acoustic Enclosures (Canopies), Fuel Systems, Fuel Tanks
- Mechanical & Electrical systems of Engines and DG Sets
- Working knowledge of CPCB‑IV and BS‑IV emission norms
- Strong skills in:
- Root Cause Analysis
- Cross‑functional coordination
- Field quality improvement
- Data analysis and reporting
Industry Preferred
- DG Set / Engine manufacturing industry, preferably in Customer Quality / Field Quality roles
Qualifications Experience
Education & Experience
- Qualification: BE / BTech – Electrical Engineering
- Experience: 10-15 years of relevant experience in DG Set / Engine manufacturing industry, preferably in Customer Quality / Field Quality roles
General Requirements Why Join Us?
- High‑impact role influencing customer experience and product reliability
- Exposure to complex field quality challenges across diverse applications
- Opportunity to lead critical quality transformation initiatives
Our commitment to Diversity, Equity, and Inclusion At Mahindra and Mahindra Limited, we believe that diversity drives innovation, and inclusion is at the heart of everything we do. We are committed to cultivating a workplace where every individual feels valued, respected, and empowered to thrive.
We are proud to be an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to age, caste, race, religion, color, ethnic origin, gender identity, nationality, physical or mental disability, medical condition, sexual orientation, educational background, marital or domestic partnership status, pregnancy or childbirth, veteran status, citizenship status, ancestry, financial status, or any other personal characteristic protected by applicable law.
We actively encourage candidates from all backgrounds to apply and bring their unique perspectives to our teams. We are committed to ensuring an accessible and inclusive experience for all applicants.
Together, we rise by embracing differences and building a future that reflects the communities we serve.
