Role: Section Lead-Field Quality
Location: IBC Knowledge park, Bengaluru
Reporting to: Head - Customer & RP Quality
Team Name: Quality, Customer Quality
About The Team And The Role
The Quality, Customer Quality team at Ather is responsible for managing customer satisfaction by tracking field reliability, standardizing service center operations, and accelerating the technical resolution of product issues discovered in the field.
This role is for a Manager : Section Lead-Field Quality who will lead remote field teams, manage localized partner collaborations, execute comprehensive service center audits, and drive field failure data back to the design and testing departments for permanent resolution.
Responsibilities
- Oversee the daily monitoring of field failures and ensure precise technical investigation reports are prepared and shared with relevant business units.
- Enforce strict compliance with the CAFV process, guaranteeing timely retrieval of failed parts to enable detailed root cause analysis.
- Manage the planning, scheduling, and execution of periodic service center audits, ensuring all non-compliances are translated into tracked improvement plans.
- Analyze regional field quality metrics to identify trends, address service inefficiencies, and prevent incorrect warranty claim rejections.
- Coordinate routine performance reviews with AVSM and ZVSM to align on critical field issues and supervise the deployment of agreed corrective actions.
- Lead the development and delivery of technical training modules and Standard Operating Procedures (SOPs) to ground teams to elevate field quality competency.
Experience And Qualifications
- BE / B.Tech / ME / M.Tech in Mechanical, Mechatronics, or Electrical & Electronics Engineering
- 5 to 8 years of experience in a similar field quality or service quality function with an automotive OEM (preferably an EV OEM)
Must Have Competencies
- Executing structured problem-solving methodologies including the 8D process to resolve complex automotive failures.
- Operating mechatronics and electrical systems within two-wheeler service environments and supervising warranty management systems.
- Developing field issue escalation pathways to deliver clear, technical feedback loops to design and testing departments.
- Managing distributed regional field operations teams and aligning technical parameters with external partners.
Good to Have Competencies
- Configuring, maintaining, and refining internal tools and frameworks used for quality tracking and performance metrics.
- Structuring service center compliance audits and translating process discrepancies into corrective milestones.
- Designing and deploying comprehensive technical training and standardized SOP modules for dealer network workshops.
Want to know more
At Ather, we've built India's first intelligent scooter, from scratch. Based on the philosophy of clean design and smart technology, we are transforming the urban commute experience. We are expanding in India, and in the coming years, we look forward to scaling up and launching more products globally. Today, our product offerings include the Ather 450X, 450S, 450 Apex, and Rizta. Beyond the product, we are also setting up an extensive charging network and re-imagining end-to-end ownership experience. To know more, check out our Careers site and our Substack.
Be You, With Us
The Ather story doesn't write itself - our people do. We believe everyone is equal, but not the same. Diversity is our strength, and building an inclusive and equitable workplace begins with acknowledging and embracing our differences. We are an equal opportunity employer, and our team reflects a wide range of identities, experiences, and perspectives - all united by a shared passion to shape the Ather journey.
