Service Quality Engineer

Core Mission

This role owns 3 strategic pillars:

- Quality Analysis & Improvement: Deep-dive into CRR, FTFR, and RRR metrics to identify systemic weaknesses and propose measurable corrective actions.

- Framework Building & Standardization: Design diagnostic procedures, repair workflows, and technical documentation that ensures all 100 network locations operate consistently.

- Training & Capability Development: Train, coach, and build technical capacity for front-line technicians; ensure knowledge scales effectively across the network.

- Field–R&D Technical Bridge: Package field technical issues into high-quality briefs so R&D can efficiently address design defects and material quality problems.

Key Responsibilities

1. Service Quality Analysis

- Perform deep analysis of Quality metrics (CRR, FTFR, RRR) from the data system; identify patterns, outliers, and hidden root causes.

- Collaborate with the Analytics team to propose new analytical angles, improved dashboards, and early warning signals for the new EV platform.

- Provide regular technical quality reports across the full network to the Service Excellence Manager and Head of Bike Servicing.

2. Framework & Technical Documentation

- Design and maintain standardized Diagnostic Frameworks, Repair Procedures, and Troubleshooting Guides segmented by fault type and vehicle model.

- Author Technical Service Bulletins (TSBs) when systemic faults are detected or R&D updates are released, ensuring full network coverage.

- Pilot and evaluate new diagnostic methods, tools, and equipment; recommend deployment of solutions that demonstrate clear impact.

3. Technician Training & Capability Building

- Develop technical training programs (on-site and remote) based on real-world fault analysis.

- Directly deliver training sessions, on-site coaching, and technical capability assessments at 3S and Hub locations.

- Collaborate with the Training team to embed technical content into the LMS where applicable.

4. Field–R&D Technical Bridge

- Record, classify, and track recurring technical issues from the field; clearly distinguish design/material defects from repair process failures.

- Prepare detailed technical briefs (failure pattern, frequency, conditions, attempted fixes, suspected root cause) for efficient R&D intake and resolution.

- Follow up resolution progress with R&D and ensure solutions are deployed to the network on schedule.

• Giờ làm việc: 9:00 - 18:00 • Cấp bậc: Nhân viên (executive)