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.