Defect Manager 1

About the Company
Embitel Technologies is a Volkswagen AG (VW) Group Company. VW is a German multinational automotive manufacturing corporation headquartered in Wolfsburg, Germany. VW is one of the world’s largest automaker by sales. VW sold 10.9 million vehicles in 2019. The group comprises of 12 brands from seven European Countries: Volkswagen, Audi, Lamborghini, Porsche, Bugatti, Bentley, Ducati (motorcycles), Skoda, SEAT, Scania, MAN and Volkswagen commercial vehicles.

Job Description:

Experience Range: 7 to 12 Years

Job Description

Key Responsibilities:

• Recording and documenting error tickets in KPM (Ticket Management).
• Tracking and verifying created tickets.
• Independent reporting and ticket maintenance.
• Ensuring communication with all relevant stakeholders.
• Conducting ticket reviews with project participants.
• Ensuring problem tracking and meeting deadlines.
• Handling customer complaints, including creating KPM tickets if necessary.
• Preparing evaluations, statistics, and overviews of KPM tickets.
• Creating a Problem Management Plan at the contractor’s level and linking it to higher/lower levels.
• Regular reporting (e.g., weekly) to the problem manager of the department.
• Coordinating clarification of unclear responsibilities for problem tickets.
• Managing the mailbox structure for KPM at the relevant level.
• Monitoring the effectiveness of corrective measures defined by the responsible party.
• Developing new metrics to illustrate problem status.

Ticket Control and Error Resolution

• Participation in the Ticket Control Board (TCB), tracking and driving error resolution.
• Preparing statements on error causes, resolution deadlines, and corrective measures.
• The contractor must ensure that customer-relevant or launch-blocking software errors are resolved by the 0-Defect Software milestone in close cooperation with project partners.
• Regular maintenance of the error database and fast error handling/communication with Audi contacts and suppliers is required.
• If severe errors occur shortly before the 0-Defect milestone, the client must be informed immediately.

Error Handling and Ticket Maintenance

• Provides projects with a clear overview of existing errors through uniformly defined error reports.
• Errors and anomalies occurring during testing must be documented in the client’s error management system.
• If necessary, these are discussed with the client in regular meetings for further analysis and alignment.
• Additional information such as system interface recordings and visual recordings must be provided.

Complaint Analysis

• Contractor must analyze complaints from all test sources (own tests, test drives, etc.).
• For priority A complaints, a 24-hour deadline applies to determine:
  • Whether the complaint is valid.
  • Whether it is already known.
  • Which supplier is responsible for fixing it.
• Analyzed tickets must be forwarded to the relevant supplier, and supplier queries must be answered independently.
• A resolution deadline must be agreed with the supplier that meets project requirements.
• After implementation, the fix must be verified through appropriate tests.

Working with Embitel
• Freedom to challenge norms, make mistakes, learn and grow
• There is no ‘I’ in word ‘Team’ and no hierarchy at Embitel
• Employees of Embitel are partners of our excellence and growth. And they are at the core of
organization’s Mission and Vision

To explore an exciting & progressive Career development at Embitel India:
• Visit us at: www.embitel.com
• Follow us at https://www.linkedin.com/company/embitel-technologies-india