Manager Field Quality support (Digital) (Job code: JB00042434)

16 more candidate(s) also applied for this job.

Posted on - 15/10/2016

  • Key Skills:
    Candidate should have BE Electrical/ Electronic, Additional qualification in Statistical management, SAP/ CRM desirable,Job experience in Relevant industry.
    Retailing, Telecom
  • Functional Area:
    IT / Telecom - Software, Sales / Business Development, Telecom, QA/QC
    Functional Specialization:
  • Qualification:
    BE / B.Tech
    Qualification Specialization:
    Electrical, Electronics / Telecommunication
  • Location:
    Navi Mumbai
  • Experience:
    8 - 10 yrs.
  • Yearly Salary:


Job Title:

Job Title:  Manager Field  Quality support (Digital)

Qualification:  BE Electrical/ Electronic

Additional qualification in Statistical management, SAP/ CRM desirable

Experience :  Min 8 years exp

Job Description :


  • 10-15 years working experience in managerial role, in multi-product environment in a system driven organization
  • Must have lead the team of people in establishing the system management
  • Hands on experience in analyzing the technical issues and suggesting solutions
  • Must have managed multiple technology products 

Job Purpose:

  • To strategize/ plan and implement filed quality support functions
  • Monitoring of effective and efficient closure of all complaints
  • Good insight into bench mark failure targets
  • To closely monitor TAT of complaints
  • Keep a control on franchisee and SBP activities
  • Find and improve wrong practices / non compliances
  • To ensure monthly failure analysis
  • spare part support/ product warranty support
  • Design and implement training manual for service partners
  • Design/ performance Improvement in product quality if required for next orders after initial feedback from field
  • Claims and recoveries from vendor
  • Ensuring proper billing to service agency
  • Ensure regular management reports
  • Team development and team reviews

Job Description:

  • Branch Audit for for Service TAT, Spare consumption
  • Service call analysis, Call closure monitoring, Ageing analysis  for open calls
  • TAT monitoring and improvement plan
  • Spare part management
  • Field Failure analysis& supplier communication
  • Return sale analysis
  • Product improvement
  • Compensation recovery from suppliers
  • Agreement finalization with legal team
  • Verifying all the problems reported
  • User experience improvement
  • Warranty Management
  • Better practice training
  • Preparation of training manuals


  • Thorough technical knowledge for the in depth working of CDIT products
  • Must have worked in a large CDIT organization in service support /engineering function
  • Hands on in managing large amount of data
  • Advance competency in SAP/CRM and spreadsheets
  • Statistical analysis and tools
  • Must have worked in lead position in multi-product environment
  • Ability to deal with multiple agencies and deliver the results
  • Efficient report preparation presentation skills
  • Should be conversant with MIS report management and billing cycles
  • Should be conversant with warranty management and dispute handling
  • Extensive traveling to smaller town is mandatory

company profile :Rel_J


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