Job Summary:

By joining Emerson as Senior Engineer - Quality you should be having good knowledge & exposures on handling customer complaints (receiving, documenting, investigating, and resolving customer complaints promptly and authoritatively), ensuring customer satisfaction and identifying improvements. This will include conduct brainstorming sessions with relevant customers and address complaints thru problem solving methodologies, Deep knowledge & experience in Kaizen, Poke Yoke and Problem-Solving techniques.

In This Role, Your Responsibilities Will Be:
• Actively listen to and understand customer complaints, whether through phone, email, chat, or in-person interactions.
• Accurately record all details of the complaint, including customer information, nature of the issue, and any relevant context and gain relevant information and evidence to understand the root cause.
• Prepare reports and Analyze complaint data to identify trends, patterns, and potential areas for improvement
• Follow up and work with customers to find satisfactory solutions to their issues
• Liaise with other departments or customers to gain information and implement solutions
• Communicate clearly and insightfully with customers throughout the complaint handling process
• Keep customers informed about the status of their complaints and any actions taken and maintain accurate records of all complaints, resolutions, and customer interactions.
• Proactively identify and address potential issues before they raise into complaints.
• Use customer feedback to improve products, services, and processes
• Collaborate with team members and management to develop standard methodologies for complaint resolution
• Monitor and supervise customer satisfaction levels; Build and maintain customer relationships.
• Prepare customer complaints metrics and share it to respective peoples to initiate improvement actions, wherever required.

Who You Are:
You keep in touch with internal customers, build the customer relationships, understand the importance and interdependence of internal customer relationships, balance planning with actions, research initiatives and try innovative approaches, stay aligned with your goals and stay productive, focus on priorities and set stretch goals, apply systems and technology to stay on track, convert ideas into actions and produce results with new initiatives.

For This Role, You Will Need:
• Confirmed understanding in National / International standards for QMS, Materials or Valves.
• Good presentation skills.
• Detailed knowledge in 8D report preparation.
• Knowledge in Quality system / process / product audits.
• Strong verbal and written communication skills; ability to write technical documents in English.
• Hands on Experience in Excel, Word, Outlook, power point presentations and etc.

Preferred Qualifications that Set You Apart:
• Diploma in Mechanical Engineering or Engineering.
• Good in active listening and effective communication skills.
• Deep knowledge in problem solving techniques.
• Good in Emotional intelligence, Negotiation and Follow-up skills.
• Reduce customer DPPM • Maintain average SR response lead time • Reduce average fixed lead time for SR closure • Reduce average turnaround time of SR • Maintain CSN back log

Our Culture & Commitment to You:
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives-because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results. We recognize the importance of employee wellbeing. We prioritize providing flexible, competitive benefits plans to meet you and your family's physical, mental, financial, and social needs. We provide a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.