Senior Engineer Quality – Customer Support

1st-level customer support for Q-topics

complaints handling, initiation of specific containment actions for Q issues, customer communication Bosch[->customer, organize customer meetings, support line walks at OEM, execute customer warranty protocols and reduce EDC, Customer perception management and derivation of actions, explanation of 8D to customer.

Complaint handling: optical inspection, Bosch-Part yes/no, documentation available and plausible, Interact with customer reconfirm failure (crosscheck in vehicle), Reconfirm failure on electrical test-station of customer, check of warranty period / goodwill / AA for field claims, neccessary testing with diagnostic tools.

Warranty Cell Meetings
Adjudication of field returned parts along with OEM. Usage of diagnostics tools. Minutes with OEM and dispatch of parts to LAC/Plants

Requirements

BE (E&E / E&C) : 3 to 4 years of experience

Additional information

Technical
- Should have basic electronics knowledge and should be able to read and understanding schematics
- Should have knowledge on 8D systematics
Ability to analyze the data statistically
- Ability to handle diagnostic tools , DMM & CRO

Behavioral

"
- Responds promptly to customer requests;is easy to reach and work with during
work hours
- Proactively incorporates user/ customer feedback to improve deliverables
- Regularly interacts with the customer at appropriate levels
- Works effectively with others and openly shares expertise and resources to
deliver results
- Displays openness to confrontation and difficult conversations
- Convincingly presents own ideas and concepts to different target audiences
- Listens actively in order to understand other people's perspectives
- Ensures own adherence to project and quality standards regardless of functional area of work
- Is able to take accountability for assigned tasks and work with autonomy
- Radiates self-confidence, energy and optimism in engaging with others"