Senior Specialist, Plant Voice of Customer

Job Purpose:

The role is responsible for acting as primary customer advocate for assigned vehicle systems by monitoring PDI, early-mileage/test-fleet, and drive-event feedback to identify emerging quality trends, drive rapid containment and root-cause problem solving with cross-functional teams, and protect customer experience and plant warranty performance.

Job Role:

· Support in leading the Voice of Customer (VoC) reviews with Manufacturing, and Quality to align on

emerging issues from PDI, early-mileage/test-fleet, and drive-event feedback related to plant

· Facilitate cross-functional communication to ensure fast alignment on quality requirements and

timely resolution of VoC-related issues.

· Analyse VoC inputs (PDI findings, early-mileage/test-fleet feedback, drive-event observations) to

identify trends, recurring defects, and systemic quality risks.

· Operate internal escalation workflows to drive rapid containment, structured root-cause analysis,

and corrective actions for VoC issues.

· Perform root-cause analysis and validate corrective actions effectiveness using follow-up data and

evidence

· Prepare VoC dashboards and reports (top issues, trend analysis, aging, actions, risks) for

decision-making and leadership updates.

· Develop and track improvement proposals based on data analysis, recurring issue patterns, and

quality findings, ensuring actions are owned and closed.

· Operate internal escalation workflows to drive timely containment and corrective actions for quality

issues.

· Collect feedback from engineering, production, and quality teams to strengthen controls, inspection

focus areas, and prevention mechanisms tied to VoC issues.

· Launch Drive Audit issues: Triage, prioritize, and drive cross-functional containment + RCA closure

for drive-audit reported concerns, ensuring evidence is captured and fixes are verified

· Capture Test Fleet Own end-to-end resolution of test-fleet feedback by coordinating duplication

evidence, tracking actions to closure, and validating effectiveness via follow-up trend improvement

Education:

Bachelor’s degree in mechanical engineering, industrial design, Automotive Design, or a related field. English advanced speaking and written is a must.

Experience:

Minimum 3 years of experience in dealership aftersales experience, including service operations, warranty handling, and customer concern resolution.