Gaurav Arora

About Gaurav Arora

Market Quality/ Customer experience professional with experience of 18 Years with leading…

Experience

1. Customer Quality Manager

   Stellantis

   Feb 2022 — Present · Pune, IN

   AGM - Customer Experience (Warranty / FEW / Recall)@ STELLANTIS IndiaManaging overall Warranty operation for Japan & Australia Market for quick resolution of Customer concerns & ensure Customer satisfaction. Warranty Handling: Reduce the number defect on the cars in the IAP market with early detection, immediate feedback to respective member, special alert on safety and critical issues. Ensure KPI lead time to assign the issues and the success (coverage rate) are reaching the targets. Ensure Weekly data analysis of Warranty claims to identify Potential themes for detailed analysis and C/M actions in order to reach the product quality targets (3MIS, 12MIS) for all Brands (Peugeot, Citroen, DS4, Alfa Romeo,Fiat & Jeep) Ensure Pre-analysis/Short Loop meetings with each Manufacturing plant (Enlarge Europe, North America,India) to give full & clear information of incident to issue solver & assign issue. Lead timely review of WT (Warranty Table) review to Global CX head. New Model Maturation: Ensure FEW (Field Early Warning) meetings during launch of vehicle to prevent the warranty spike and review to IAP head. Market Recall: Ensure complete Support to FQ team in technical aspect ensuring customer satisfaction by early resolution of complaint through Service Bulletin & circulars to Region AFS. Supplier visit for Safety issue to understand the process and improvements actions if required. Ensure Technical event must be assigned to the right Business Owner (Serial life Quality Manager)

Education

• Kurukshetra University

  Bachelor of Technology - BTech, Mechanical Engineering

  2003 — 2007