Manager - Customer Quality

Location: Chakan, Maharashtra, India

Job ID: 85998

We Elevate... Quality of urban life

Our elevators, escalators, and moving walks safely transport more than two billion of us up and down buildings and across transportation hubs every day.As part of the Schindler team, you’ll discover meaningful work that enhances quality of life for communities, and contribute to making places more accessible, inclusive, and sustainable for all. We combine innovation, safety, and high ethical standards, ensuring respect both among colleagues and for the world around us. By joining us, you don’t just become part of our success story; you help shape the future and continue our rich legacy that started back in 1874.

Schindler India is a 100% owned subsidiary of Schindler Group headquartered out of Mumbai and is backed by 5000+ employees who are spread across the length and breadth of the country. Besides business operations, Schindler India has its own Corporate R&D Centre, Elevator and Escalator Factory and Shared Service Centre to support India operations, which is in-fact one of the fastest growing market now globally.

Join us as a

Manager - Customer Quality

Your Main Responsibilities

Objectives of the position :

This position will be responsible for driving continuous reduction in warranty claims, CPU, CPTU, and Cost of Poor Quality across all elevator systems and components. The role ensures rapid and accurate warranty claim processing, coordinated customer issue resolution, and strong corrective action deployment with suppliers and internal manufacturing/engineering teams.

This position serves as the central liaison between the manufacturing plant and internal customer teams (NI / EI / MOD) to ensure issues are diagnosed correctly, improvements are implemented permanently, and systemic issues do not recur.

Responsibilities :

• Lead end‑to‑end warranty claim processing, ensuring accurate validation, technical classification, and closure within SLA.
• Analyze warranty trends and early‑life failures across elevator & escalator subsystems (doors, brakes, ropes, controllers, harnessing, inverters, steps).
• Drive CPU, CPTU, and warranty CoPQ reduction through structured problem solving, cross‑functional actions, and preventive improvements.
• Coordinate customer issue resolution with Service, Installation, Sales, Engineering, and Manufacturing; ensure high transparency and defect traceability.
• Lead cross‑functional root‑cause investigations (8D, A3, FTA, 5‑Why, DOE) for chronic or high‑impact field failures.
• Engage suppliers to eliminate defect recurrence, drive process audits, capability improvement (Cpk), MSA, and special‑cause removal.
• Work with CRD/Design Engineering on design‑related failures
• Initiate and track preventive actions in manufacturing, including CTQ deployment, process discipline, and error‑proofing.
• Publish and review warranty dashboards (CPU, CPTU, ageing, subsystem contributions, supplier share).
• Lead reliability improvement projects for high‑failure components based on field data and standards compliance requirements.
  
  
  

Authorities :

• Hold or stop shipment of suspect or high‑risk products linked to repeat warranty failures.
• Demand supplier containment and enforce corrective actions for field failures.
• Reject or approve warranty claims based on technical & standards‑based evidence.
• Escalate systemic issues to plant and business leadership for resolution.
• Initiate onsite failure investigations with service teams.
  
  
  

Professional skills :

• In‑depth understanding of elevator and escalator systems
• Deep knowledge of typical field failure modes: mechanical wear, lubrication issues, electronic component reliability, thermal stress, vibration fatigue
• Strong capability in warranty analysis: CPU/CPTU modeling, Pareto, trend analysis, Weibull plotting.
• Strong RCA tools: 8D, A3, Ishikawa, DOE, 5‑Why, FTA.
• Proficiency with PFMEA/DFMEA, Control Plans, CTQs, process audits.
• Understanding of GD&T, engineering drawings, tolerances, and assembly methods.
  
  
  

What You Bring

Education : Bachelor’s degree in Mechanical/Electrical/Electronics/Mechatronics.

Professional experience :

• 8–14 years’ experience in customer quality, warranty management, field quality, or supplier quality.
• Experience in Elevator/Escalator, Automotive, Industrial Machinery, or Electronics preferred
  
  
  

Key Competence Required for this job :

• High customer focus and bias for action
• Strong stakeholder management across service, engineering & suppliers
• Skilled in conflict resolution and technical negotiations
• Analytical, data‑driven, structured thinking
• Strong written & verbal communication
• Ability to lead cross‑functional teams without formal authority
• High accountability, persistence, and resilience
• Continuous improvement & zero‑defect mindset
  
  
  

Preferred Skills :

• Knowledge of Electrical & Electronics Components will be nice to have
• Certifications preferred: Six Sigma GB/BB, ISO 9001 Auditor, Reliability Engineering.
  
  
  

What’s in it for you?

• Join our purpose-driven organization. Help shape an industry in which two billion people rely on our products and services every day.
• Your development matters to us. We help you grow by offering the support you need to develop your skills and access a rewarding and fulfilling career.
• Thrive in a diverse and supportive culture. Through local and global initiatives, we promote a culture of inclusion which celebrates diversity and ensures that everyone feels valued.
  
  
  

We Elevate… Your Career

Become part of our team, help us enhance quality of life and drive innovation while raising the bar for safety and sustainability. We value your diverse skills and perspectives as together we shape the sustainable cities of today and tomorrow.

Are you ready to embark on a new journey? Join #TeamSchindler! Discover more on our career website.



At Schindler Group we value inclusion and diversity, and practice equity to create equal opportunities for all. We endeavor that all qualified applicants will receive consideration for employment without regard to age, race, ethnic background, color, religious affiliation, union affiliation, gender, gender identity, sexual orientation, marital status, national origin, nationality, genetics and health or disability.

Any unsolicited application from Recruitment Agencies is deemed to be rejected and does not constitute in any manner an offer from a Recruitment Agency.

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