Product Quality Manager

The Job Summary

Product Performance Monitoring

• Monitor TSBs (Technical Service Bulletins) to stay informed about potential problems and ensure dealerships are implementing the recommended corrective actions.
• Analyse service reports to identify common repair issues and potential trends in product performance problems.
• Identify recurring issues with specific components, models, or model years by analysing the trends in warranty claims and customer complaints.
• Investigate trending technical failures and communicate findings and proposed resolutions with OEM technical teams.
• Perform monthly analysis of recurring technical issues and prioritize top technical concerns impacting service operations.
• Track and monitor fix-it-right performance across all service centers to improve repair quality and customer satisfaction.
• Track and analyze monthly recall and technical bulletin performance across all service centers.

Quality Control System & Process Improvements

• Establish and supervise technical diagnosis and quality control processes in alignment with OEM standards.
• Lead recalls, technical campaigns, and technical bulletin implementation across all service centers.
• Investigate recurring technical issues and coordinate corrective and preventive actions with OEM and internal teams.
• Monitor fix-it-right performance and identify operational and technical improvement opportunities.
• Ensure proper communication and implementation of technical bulletins to all concerned stakeholders.
• Support continuous improvement of diagnostic procedures, technical processes, and service quality standards.
• Ensure alignment with quality, safety, and aftersales operational requirements.
• Customize and distribute OEM technical bulletins to dealers and ensure proper communication to all concerned stakeholders.

Customer Agenda with Value Proposition

• Promote customer-centric business culture across the organization and foster a climate of customer focus with value proposition; establish customer satisfaction, care & engagement programs; define customer service standards; and set the tone at the top for effective business development by leveraging organization’s optimum capability.

Networking & Supplier Relationship Development

• Foster strong relationships with Stellantis dealerships and service centers. Provide ongoing support by addressing their quality concerns, conducting training sessions on proper service procedures, and ensuring they have the necessary tools and resources to maintain product quality.
• Collaborate with suppliers of parts and components to ensure they meet Stellantis' quality standards. This may involve conducting supplier audits, monitoring their quality control processes, and providing feedback for improvement.
• Coordinate directly with OEM technical teams regarding product quality concerns, field issues, and corrective action follow-up.

Problem Solving & Technical Expertise

• Possess a deep understanding of Stellantis vehicles, their components, and common aftersales issues. Stay up-to-date on technical service bulletins and emerging trends in automotive repair.
• Lead the investigation of customer complaints, warranty claims, and product failures related to aftersales service. Utilize analytical skills and technical knowledge to identify root causes of quality issues.
• Develop and implement corrective actions to address identified quality concerns. This may involve collaborating with engineering teams to recommend design changes, revising service procedures, or implementing stricter quality control measures at dealerships.
• Communicate effectively with technicians, service advisors, dealerships, and engineering teams. Clearly articulate technical information, findings, and recommendations to ensure all parties are aligned in addressing quality concerns.
• Support service centers in resolving escalated technical cases and ensure timely technical resolution closure.
• Prepare and deliver technical training programs for service teams and support readiness activities for new vehicle launches including tools, diagnostics, and technical requirements.

Educational Qualifications

Professional Certifications

Experience

Languages Proficiency