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

Authorities :

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

Professional skills :

• Indepth 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 5Why FTA.
• Proficiency with PFMEA/DFMEA Control Plans CTQs process audits.
• Understanding of GD&T engineering drawings tolerances and assembly methods.

Education :Bachelors degree in Mechanical/Electrical/Electronics/Mechatronics.

Professional experience :

• 814 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 datadriven structured thinking
• Strong written & verbal communication
• Ability to lead crossfunctional teams without formal authority
• High accountability persistence and resilience
• Continuous improvement & zerodefect mindset

Preferred Skills :

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