Field Quality Investigation (FQI) )

Job Title: Field Quality Investigation (FQI) – Model Engineer (ME)

Department: TCS

Function: Field Quality Investigation

Legal Entity: NMEF

Location: Dubai, UAE

Level: Section Manager [EVP-‎7]

Direct Manager: DGM – TCS FQI (Nissan Middle East FZE)

Mission & Main Objectives
To secure Product Quality of Nissan and Infiniti Models sold in the region and
ensure Total Customer Satisfaction by providing quick resolution for concerns
reported from the field

Identify key technical concerns in the market that is impacting Customer
Satisfaction and co-ordinate with multiple Production sources for an effective
countermeasure in the shortest possible lead time.

Countries: GCC + MED + Other markets

Scope: NISSAN + INFINITI Models

Main tasks and responsibilities

Have a strong “Customer First” and “Always Think of Customer” Mindset when
deciding action(s) in day-to-day Product Quality Improvement related
activities.
Effectively interpret market VOC and communicate effectively with Production
source(s) to initiate incident (concern) investigation.

Enhance Product Quality of certain Nissan + Infiniti Models assigned by the
Management.
Responsible for securing Model Quality during complete Model Lifecycle (Right
from Start of Production (SOP) until End of Production (EOP) and sometimes
even beyond)
Product Quality enhancement starts with Newly launched Model, followed by
securing Initial Quality (concerns reported within first year from Start of
Sales [SOS]), Durability Quality (2nd & 3rd year from SOS) and Beyond Warranty
period (Post warranty concerns)

Secure New model Quality:
Conduct Quality Audit on first batch of Production vehicles and report all
identified concerns to Production source for quick countermeasure
Conduct Task Force - Report ‎100% concerns to Production source for first six
months from SOS and close co-ordination via daily meetings, updated tracking
file, etc.
Recurrence Prevention: Filter list of concerns on current model to avoid
on Next model

Secure Initial Quality:
Bi-Weekly analysis of warranty claims to identify Top Technical concerns per
model in Initial Quality – 3MIS (Months in Service) & 12MIS and report to
Production source
Prepare Bi-weekly report to bring overall Model Quality status visibility to
Management

Secure Durability Quality:
Bi-Annual warranty data analysis of Durability concerns per model to identify
Top concerns that meet Countermeasure Action criteria set by Nissan.
Deep VOC analysis for each Durability item, to identify number of failure
modes (concerns) per part and report to Production source to take
countermeasure action accordingly.

Day-to-Day Job:
Close co-ordination with Field Engineering team to collect High Quality
Technical Reports from the market on concerns identified for Countermeasure
action in Initial & Durability Quality and if needed visit GEMBA (on-site
investigation) for additional information.
Collect incident (failed warranty) parts from the market and conduct necessary
duplication tests to re-create the concern; And share findings with Production
source.
Manage packaging, documentation, and shipping of failed parts to Production
source.

Issue Countermeasure Action Request to Production source with detailed
Technical evaluation, Market impact, Customer VOC and clear request on market
expectation.
Conduct regular follow-up weekly meeting with production source to get updates
on OPEN items and escalate concerns to Management that are having slow
progress
Prepare Technical Service Bulletin once countermeasure is taken by Production
source
Speed of Reporting and getting Countermeasure is crucial for Customer
Satisfaction.

Monthly analysis of Warranty claims and if an abnormal claim trend is
detected, work closely with warranty team for necessary actions such as Deploy
Warranty Pre-Authorization, collect parts from market and analyse, Conduct
GEMBA, etc.
Identify failures that have a high cost impact not just on Warranty Budget,
but also beyond Warranty period and get appropriate solution such as
Countermeasure, child part, etc.
Identify items that have high failure rate in the market and make proposal to
related function for deploying Field Action (Service Campaign, Warranty
Extension, etc)

Closely work with the team managing Quality Connection Survey (Customer
feedback) on Product Quality and tackle the concerns reported via quick
countermeasure.
Close co-ordination and collaboration with other functions within the
department and other departments within the Organization for day-to-day tasks,
support requests, etc.
Others – Prepare Local Purchase Orders, Propose Special Tools & Equipment’s,
etc

KPIs

Achieve Guide (PP100 vehicles) set per model for Initial & Durability Quality
For items registered for action: Countermeasure request Issuance coverage
ratio and Countermeasure adopted ratio
Total number of Countermeasure requests issued to Production source in a
Fiscal year
(Higher the issuance è Higher the countermeasure items è Reduction in Customer
complaints è Higher Customer Satisfaction & Reduction in Warranty spendings
Speed in getting countermeasure from Production source

BACKGROUND & SKILLS REQUIRED

Educational background, qualifications:
Diploma / Bachelor of Engineering (Mechanical, Automobile)

Experience, other skills:
MUST have worked min. five years in Automotive Dealership as a Service
Engineer or Final Tester with strong technical knowledge and Vehicle
evaluation skills MUST have customer facing experience, including but not
limited to Service Advisor MUST have experience in technical report writing to
OEM (Min. two years) MUST have some level of Technical Trainings completed, as
deployed by OEM

PREFERRED to have worked with Automotive Plant in Quality Control area
PREFERRED to have GCC experience - Market, environment, Ministry Rules, and
regulations Know How & GCC customer behaviour and expectations PREFERRED to
have working experience with OEM in Technical / R&D; area PREFERRED to have
GCC Driving license, to be well versed with GCC Customer driving behaviour,
Usage conditions and expectations.

Computer skills / languages:
Proficient in all MS Office applications, specifically in -
WORD: To draft Technical Service Bulletins, Customer reply letter, etc

EXCEL: Data management and data analysis (pivot, graphs, etc)

POWER-POINT: Concern summary and detailed reporting to Manager/Top
Management
LANGUAGE: Strong command over English language; Arabic language is an
advantage

Knowledge & Skills Required

GCC Market Knowledge
Negotiation Skills
Product Knowledge
Collaboration & Team Work
Automotive Technical Skills
Customer Focus
Vehicle Evaluation Skills
Analytical Thinking
Presenting with Impact
Communication with Impact
Data analysis / Data Management
Continuous Learning

Dubai United Arab Emirates