Senior Manager, Customer Quality

Senior Manager, Customer Quality

Department : Quality & Warranty (BP60230)

Job Overview

UD Trucks is known for our pioneering technologies and products within the commercial automotive industry. UD Trucks develop, produce and sell a wide range of heavy, medium and light-duty vehicles, supporting smart logistics solutions across 60 countries. Our trucks go the extra distance, giving our customers extra fuel mileage and uptime.

Our 8,000 smart, modern and diversified colleagues work with passion, trust and change to stay ahead for performance. We will always go the extra mile for our customers and business partners.

Job Role

• Responsible for UD product range Product & Service Quality in all UDIS markets and application.
• Represent UDIS Markets in the various forums Implement, maintain and continuously improve upon formulating and documenting customers’ issues for UD product range link to quality of product and service.
• Secure communication relative to product/service quality improvement within UDIS organization.
• Driving pre-active failure trend investigation to early detect potential issue and take correction action together with UDTT/UDTO functions.
• Maintain & Improve market PQE technical competence to support market quality issue solving.
• Act as dealer/technical support supervisor for UDIS BLR Dealer Support team, to ensure SR case resolving within defined KPI.
  
  

Responsibilities And Duties

Product Quality

• Secure & Improve quality of failure & solution information transformation along product quality investigation process
• Represent UDIS Markets in the various forums with UDTT/UDTO, to support on product quality issue resolving
• Secure product quality investigation / improvement communication towards all markets’ level
  
  

Service Quality

• Review and secure Serviceability and Maintainability for UDIS Products
• Secure Quality of Service Information in IMPACT through regular discussions with AMT function
• Review service maintenance structure to improve the cost of ownership from Service Sales perspective
• Ensure quality of information on TSB/FPB /.=-l mhj and Campaign Instruction
  
  

Pro-Active Quality

• Pro-actively analyze warranty cost trend and take actions together with UDTT/UDTO function
• Ensure proper quality level of upcoming product project from UDIS Service Sales perspective
• Support field validation activity to ensure quality of product quality improvement solution
• Initiating and Driving Market Quality Process / System Innovation
  
  

Dealer/Technical Support

• Support BLR dealer support team operation and critical SR case solving guidance
• Continue identify competence gap for dealer support and drive continually improvement
  
  

Minimum Qualifications

• Expert technical knowledge for the trucks technology and their usage in the field
• University degree in Engineering
• Good analytical and communication skills
• International experience and cultural understanding
• Committed to develop reporting staff
• Positive oriented and customer focused
• Aftermarket knowledge
• Results oriented and a proven track record in delivering results
• Fluent in English
  
  

About UD Trucks

Part of the Isuzu group, UD Trucks is a global leading international commercial vehicle solutions provider headquartered in Japan. At UD Trucks, we are defining the next generation of smart logistics solutions through advanced innovations in automation, electro mobility and connectivity. UD Trucks develops, manufactures and sells a wide range of heavy, medium and light-duty trucks, operating in more than 60 countries across all continents. Our trucks and people go the extra mile for our customers and business partners, day in and day out.

We are an 8,000+ strong team of colleagues with 40 nationalities who bring diversity and passion in delivering our products and services. We trust each other, work collaboratively and embrace change. At UD Trucks, our purpose is Better Life – to make life better for people and the planet. We have developed a culture that promotes:

Diverse and friendly culture – Strong culture of diversity and inclusion, organizing annual events, daily activities and open communication platforms including various internal voluntary networks.

Empowered growth – Global exposure and growth opportunities across functions and countries through internal mobility system and self-driven career opportunities, building a learning organization by enabling self-managed learning supported by the UD Academy.

Flexibility with trust – We continue to fully support both remote working (where and when applicable) and flexible working hours, we actively encourage our colleagues to maintain a good work/life balance. You will have the autonomy and flexibility to split your working time between both our wonderful, modern and equipped HQ and remotely.

Be part of our journey to create Better Life for society, for our customers and for yourself. UD Trucks is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our colleagues.