Title: Senior Engineer, Customer Quality & Dealer Support
Role (Purpose of the job)
Customer Quality
Responsible for UD Trucks product range Product Quality in selected UDIS Hub/Markets.
Represent UDT QA International Service in the various forums Implement, maintain and continuously improve upon formulating and documenting customers’ issues for UD Trucks product range link to quality of product and service.
Driving pre-active failure trend investigation to early detect potential issue and take correction action together with UDTT/UDTO functions.
Secure communication relative to product quality improvement within UDT QA organization also towards UD International Hub/Markets.
Dealer Support
Support Dealers, Market Companies, Private Importers and Hubs with issues regarding Parts questions, diagnostic questions and service literature questions, software updates and technical support on vehicles in cooperation with UDTT Technical Support. The support will be handled to the market in English, via local Hub contact.
Responsible for Building up, developing & maintaining Dealer Support organisation, supporting all International markets where UD Trucks operate.
Develop and Improve Dealer Support process in UDT QA International Service as well as within UD International Hubs/Markets.
Represents UDT QA International Service in the governance of the various Technical and Dealer Support tools such as Argus365, Techtool/GDSP and systems.
Key Responsibility
Customer Quality
Secure & Improve quality of failure & solution information transformation along product quality investigation process.
Represent UDT QA International Service in the various forums with UDTT/UDTO/UDTP etc., to support on product quality issue resolving;
Responsible for UD Trucks product range product quality in selected UD International Hub/Markets.
Support quality investigation on coordination with other market/organization towards failure information collection, solution validation/testing for related product quality issues.
Secure communication relative to product quality improvement towards selected UD International Hub/Markets.
Support and participate in the regular UD International Hubs meetings for UD Trucks products’ quality situation.
Pro-actively analyse warranty cost trend and take actions together with relevant function;
Secure communication with UDTT/UDTO/UDTP etc, and be responsible for releasing technical bulletins to communicate relevant information to towards selected UD International Hub/Markets..
Support field validation activity to ensure quality of product quality improvement solution;
Initiating and Driving Market Quality Process Improvement / System Innovation;
Dealer Support
Support individual market with issues about Parts, Service Literature, Diagnostics and minor technical issues and updates of the truck.
Secure that issues which can’t be answered on the spot get addressed by the most relevant organization (Technical Support, UDTT-AMT).
Coordinate and take leadership in getting product and Service Sales issues addressed by relevant organizations (UDTT, SPOL, UDTT-AMT) and other relevant organization within UD Trucks.
Contribute to the development of Service products by proposing and developing innovative ideas and solutions.
Take part in the product problem process by actively communicating about quality issues and other product problems (ex. Technical Service Bulletin, Campaigns, etc…).
Represent UDT QA International Service Dealer Support in forums within the subject area.
Represent UDT QA International Service for Techtool/GDSP verification and validation and support the Hubs/Markets for related issues.
General
Support role to Group Manager, Customer Quality & Dealer Support.
Strive to contribute to the continuous on-going development of his/her own process.
Note: Travel Occasional
Authority
1.Represent UDT QA International Service in the various Global Service and Product Quality forums when required.
2.Secure product quality consistency, dealer/technical support operation quality development, warranty cost and technical goodwill cost development within the area of responsibility.
3.Plan and perform market visits when required from a market or quality perspective.
4.Follow UD Trucks authorization policies and guidelines.
Key interfaces
Technical, quality and warranty department at Hubs/Market Companies within UD International Markets
UD Trucks Quality Assurance
UD Trucks Technology and Operations
UD Trucks Technology and Aftermarket Technology
UD Trucks SPOL
Other organizations at UD Trucks or Isuzu Group
Key performance indicators
Emerging Issue/QR and Unhappy to Happy lead time.
Contribute to lower the warranty and goodwill cost development.
Contribute to Fault Frequency / Warranty Cost Per Truck
Contribute to reliability and durability target for new product launching
Contribute to Argus SR case solving leadtime/quality.
Contribute to IMPACT Service / VST information accuracy / competitiveness
Main competence requirements
University education or relevant working experience.
Fluent in Japanese and English, both spoken and written.
Customer focus.
Judgement abilities for prioritizing issues adding value for both customer and brand.
Analytical skills needed to draw logical conclusions and give recommendations for action.
Good technical and product knowledge of the complete vehicle.
Ability to quickly gain credibility and establish positive relationships.
Team player, excellent communication skills and social competence.
Product, Processes and systems knowledge.
You have the ability to work in multicultural environment and approach things from a broader perspective.
You are a communicative personality that encourages initiatives and strives for continuous improvements.
Facts oriented.
Experience from Parts, Service Literature or diagnostic tool
Knowledge for Special systems, devices and tools, (Argus, VDA/MDM, Kola, CANalyzer, ATI VISION, etc.) is a merit.
Experience of UD Trucks markets and additional language skill is a merit