Manager, After Sales Brand Quality

Job Purpose:

Lead the identification, investigation, validation, and improvement of market quality concerns across the vehicle population. Act as the primary liaison between the field, dealer network, aftersales operations, engineering, and manufacturing quality teams to ensure timely detection of product quality issues, accurate root cause investigation, and implementation of corrective actions that improve product reliability, customer satisfaction, and brand reputation.

Key Functional Responsibilities:

• Establish and govern the end-to-end Field Quality Management process, ensuring timely detection, investigation, validation, escalation, containment, and resolution of market quality concerns.
• Monitor field quality performance through warranty claims, customer complaints, technical cases, roadside assistance events, telematics data, dealer reports, and vehicle diagnostic information to identify emerging quality risks.
• Lead field quality investigations to validate reported concerns, assess issue severity, determine affected populations, and establish symptom reproducibility.
• Conduct detailed technical analysis using diagnostic tools, vehicle inspections, service records, failed part analysis, telematics data, and engineering information to identify root causes.
• Lead cross-functional root cause investigations with Engineering, Manufacturing Quality, Supplier Quality, Product Development, Warranty, and Aftersales teams to drive permanent corrective actions.
• Define field quality risk assessment methodologies, escalation criteria, and governance frameworks to ensure timely management visibility and decision-making.
• Validate market quality concerns and prepare structured technical reports and recommendations for escalation to Engineering and Manufacturing Quality organizations.
• Own the end-to-end lifecycle of recall campaigns, service campaigns, technical actions, product updates, and field corrective actions from issue identification through final closure.
• Lead campaign planning and readiness activities, including repair strategy development, technical instructions, labor operations, parts requirements, dealer readiness, workforce capability, customer communication, and execution planning.
• Establish campaign governance frameworks, KPIs, reporting structures, execution targets, and stakeholder alignment mechanisms to ensure effective campaign deployment.
• Coordinate campaign execution across Aftersales, Engineering, Manufacturing, Supply Chain, Customer Experience, Contact Center, Legal, Regulatory Affairs, and Dealer Operations functions
• Monitor campaign completion rates, repair quality, customer response levels, population coverage, and execution effectiveness, implementing corrective actions to improve campaign performance and risk mitigation
• Develop executive-level reporting and dashboards providing visibility on quality trends, campaign progress, vehicle population exposure, safety risks, completion performance, and corrective action effectiveness.
• Verify effectiveness of implemented countermeasures and corrective actions through post-implementation monitoring, field validation activities, and quality performance tracking.
• Drive continuous quality improvement initiatives by converting field learning, campaign outcomes, warranty trends, and quality investigations into sustainable product, process, and customer experience improvements.

Job Requirement:

• Education: Bachelor’s Degree in Mechanical Engineering, Automotive Engineering, Electrical Engineering, Mechatronics Engineering, or related discipline.
• Experience: 10 years of automotive technical, quality, engineering, warranty, diagnostics, or field quality experience and  Experience within OEM, automotive manufacturer, distributor, or engineering environments.