Field Quality Specialist

The Field Quality Specialist plays a vital role in connecting field operations with internal quality and engineering departments. Your main duty is to identify, evaluate, and raise awareness about product and service quality concerns, ensuring their prompt resolution and enhancing customer satisfaction. As a Field Quality Specialist, you will be representing the field by addressing real-world product quality issues and effectively communicating them to the Quality Assurance and Engineering teams for in-depth analysis and resolution. Collaborating with cross-functional teams is crucial to drive timely resolutions and establish a closed-loop feedback mechanism for ongoing product concerns. You will also provide first-level technical support to dealerships, offering accurate and prompt guidance to facilitate efficient diagnostics and case closures. Additionally, you will be responsible for preparing and presenting Monthly Top Issue Reports using tools like GWM and DMS, as well as generating Management Information System (MIS) reports for internal stakeholders to aid strategic decisions. Identifying and escalating chronic or critical product issues to Quality Assurance and Engineering for long-term fixes and product enhancements is another key aspect of your role. By working to improve customer ownership experience through clear and timely communication and reducing vehicle downtime via efficient service support, you will contribute significantly to enhancing overall customer satisfaction. To qualify for this position, you should hold a Bachelor's degree in Mechanical/Automobile Engineering or a related field and have 3-8 years of experience in field quality, technical support, or warranty analysis within the automotive industry. A strong understanding of automotive systems, diagnostics, and repair procedures is essential, along with proficiency in using Dealer Management Systems (DMS), GWM tools, and data analytics platforms. Excellent verbal and written communication skills, strong analytical and problem-solving abilities, and a customer-centric mindset with a proven ability to collaborate across departments are also required.,