Role Purpose:
TheField Quality Specialistacts as a crucial bridge between field operations and internal quality and engineering departments. The primary responsibility is to identify, analyze, and escalate product and service quality issues, ensuring timely resolution and enhancing customer satisfaction.
Key Responsibilities:
Field Representation
- Act as the voice of the field by capturing real-world product quality concerns.
- Communicate issues effectively to Quality Assurance and Engineering teams for root cause analysis and resolution.
Issue Resolution
- Collaborate with cross-functional teams to drive timely resolution of field quality issues.
- Ensure a closed-loop feedback mechanism for current product concerns.
Technical Support
- Serve as the first-level technical support for dealerships.
- Provide accurate, prompt guidance to ensure efficient diagnostics and case closures.
Reporting and Analysis
- Prepare and present Monthly Top Issue Reports using tools like GWM and DMS.
- Generate Management Information System (MIS) reports for internal stakeholders to support strategic decisions.
Escalation Management
- Identify and escalate chronic or critical product issues to Quality Assurance and Engineering for long-term fixes and product improvements.
Customer Experience
- Improve customer ownership experience by ensuring clear and timely communication.
- Work to reduce vehicle downtime through efficient service support.
Key Skills & Qualifications:
- Bachelor's degree in Mechanical/Automobile Engineering or related field.
- 38years of experience in field quality, technical support, or warranty analysis in the automotive industry.
- Strong understanding of automotive systems, diagnostics, and repair procedures.
- Proficient in using Dealer Management Systems (DMS), GWM tools, and data analytics platforms.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Customer-centric mindset with proven ability to collaborate across departments.
