خبير أول، صوت العميل في المصنع

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.