Expleo Group

Incidentology Analyst – Customer Quality

Expleo Group

full-time

Posted on:

Location Type: Hybrid

Location: Chennai • India

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About the role

  • Role is to identify the concerns in field returned parts and simulate the concern in plant, diagnose and attribute to right owner. (Electrical/Electronic parts)
  • Identify and prioritize customer incidents in real time and decide on the actions to be implemented to deal with the issues.
  • Immediate consideration of all alerts
  • Manage the recovery of information or media (parts, systems, vehicles, etc.) following the analysis strategy meeting or systematically in the event of launch operations.
  • Assign incidents to the processing centers defined by the conclusions of the analysis.
  • Define the appropriate and specific response to requests from partner departments on customer incidents.
  • Monitoring of daily alerts and act on alerts for further actions.
  • Incident handling Renault Tools usage Alerts Documentation in Renault tools
  • Incidentology Study - Detection, Repositioning, Applicability, History & Severity Calculation.
  • Diagnosis support to field issues related to the perimeter
  • Collaborate in and monitor the implementation of immediate customer protections in factories or suppliers.
  • Capitalize on problem solving (influence on business strategies)
  • Build the summaries of the incident and present them to the official bodies (Quality Committees, Excellence Committees) within its scope of responsibility
  • Failure data analysis and management of field incidents related to the Perimeter
  • Quick reaction on field issues with CFT team - End to End Management of Issues
  • Prepare failure synthesis.
  • Collecting, aggregating and analysing all the technical data related to a complex problem
  • Identifying and quantifying a customer effect or a physical phenomenon
  • Creating and presenting an analysis report
  • Piloting its analysis in collaboration with many sectors of the company: incidentology specialists, Materials team, suppliers, plants, after sales dealers and experts
  • Assignment for treatment & follow up for closure with relevant stake holders
  • Hands on experience in CLIPs tool is an added advantage
  • Basic knowledge of Drawing interpretation & analysis.
  • Identifying the causes of an incident proven in customer base (actual causes of non-compliance or design) by using tools and analysis methods and resolving the problem
  • Identifying modes and causes for problems affecting the quality of organs or vehicles in serial life, by performing the level 2 analysis approach
  • Issue resolution in stipulated time with severity prioritization
  • Simulation of field issues, dealer visits to analyse the concerns – Travel across PAN India on need basis
  • Standard Analysis methodology application - Analysis Strategy, Level 1 analysis (Swap analysis, Fit & Function) & Level 2 analysis (Deep dive analysis).
  • To do the root cause analysis for the field failure / customer complaints.
  • Understanding and resolving the concerns in systematic manner using Quality tools [QC Tools,8D, Why-Why, SPC]
  • Value addition subjects & Warranty cost reduction proposals to be driven for implementation.

Requirements

  • B.E or B. Tech in Electrical / Electrical & Electronics
  • Strong technical knowledge in Vehicle components (ICE & EV) failures analysis.
  • Solid knowledge & understanding of Engineering drawings, Testing standards.
  • Strong in Analytical and problem-solving skills.
  • Basic knowledge of Car manufacturing process.
  • Basic knowledge & working experience in MS office applications.
  • Good in Stakeholder management, Strong negotiation skills & drive CFT towards issue conclusion.
  • Able to analyse, interpret field issues and manage the complete cycle of issue resolution process.
  • 3-5 years of experience
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
Electrical parts analysisElectronic parts analysisFailure analysisRoot cause analysisAnalytical skillsProblem-solving skillsEngineering drawings interpretationTesting standards knowledgeQuality toolsIncident handling
Soft Skills
Stakeholder managementNegotiation skillsCollaborationCommunicationInfluencing skillsProblem-solvingPrioritizationAttention to detailAdaptabilityTeamwork