Quality And Service Manager - brand

Quality And Service Manager

Alps Alpine, a leading manufacturer of electronic components and automotive infotainment systems, has brought the world numerous "First 1" and "Number 1" products since its founding in 1948. The Alps Alpine Group currently operates 110 bases in 26 countries and regions, supplying roughly 40,000 different products and solutions to around 2,000 companies worldwide. Those offerings include devices such as switches, sensors, data communication modules, touch input panels, actuators, and power inductors; electronic shifters, remote keyless entry systems and other automotive units; consumer electronics like car navigation and audio-visual systems; and systems and services such as digital keys based on smartphone app and blockchain technology, and remote monitoring.

Essential Functions

• Quality Management and Product Quality
  • Oversee product inspection, validation, testing, and approval processes (QC24) for new and existing aftermarket car audio and navigation systems
  • Lead structured problem-solving activities (8D, 5-Why, Fishbone) for internal and customer-reported issues
  • Manage field issue investigations, warranty data analysis, and corrective action processes
• Technical Support Management
  • Oversee the day-to-day performance of the Technical Support team, handling dealer, installer, and consumer inquiries related to audio and navigation products
  • Develop and maintain call center quality standards, scripts, technical documentation, and escalation procedures
  • Monitor call center metrics (response times, resolution rates, customer satisfaction) and implement continuous improvements
  • Ensure effective technical training for call center agents on new product features, known issues, and troubleshooting procedures
  • Collaborate with the Technical Support team to identify recurring product or application issues and initiate corrective action or product improvement initiatives
  • Integrate call center feedback and data into overall product quality and warranty reporting systems
• Service Support
  • Manage contracts with third party vendors and service providers
  • Establish and manage service and warranty system for new and existing Brand BU customers
  • Ensure service and warranty policy complies with government rules and regulations
  • Track and forecast core inventory levels, including seed stock, bank stock, and reman stock
  • Monitor feedback and post-service survey results to improve efficiency and quality of service
  • Generate inter-company debit claims to the global HQ for reimbursement of service support provided
• Continuous Improvement and Team Leadership
  • Lead quality improvement initiatives across processes, products, and customer support services
  • Analyze quality, warranty, and technical support data to identify trends, root causes, and opportunities for improvement
  • Manage, oversee, and provide guidance to the Product Quality and Tech Support teams to achieve organizational goals and objectives
  • Provide training and development on quality tools and methodologies to employees at all levels
  • Monitor and evaluate team performance against key performance indicators (KPIs)
• Provide support for certification and ensure compliance with customer-required quality management systems (e.g., TISAX, IATF 16949, etc.)
• Positions that fall under the functions of Product Development, Legal, HR, IT, and Executive Management are required to exercise a higher level of confidentiality and discretion in handling information that the positions have access to.

Non-Essential Functions

• Coordinate with Purchasing and Supplier Quality teams to address supplier-related quality issues
• Support the development of the reman process for BRAND BU and OEM customers
• Support overseas affiliates (IW, AOJA, AAEU) OEM customers in the NA market (Mazda, Land Rover, Jaguar, etc.)
• Perform other related duties as required

Supervision Received

• Supervision is typically received from the Executive Director of Quality

Supervision Administered

• This position typically requires the supervision of the Product Quality and Technical Support teams

Qualifications

• Education/Experience and/or Training
  • Bachelor's degree in engineering, Quality, or related technical field
  • 5+ years of Quality Management experience in automotive aftermarket, consumer electronics, or related sectors, preferably with audio, sound system, infotainment, or navigation systems
• Licenses or Certifications
  • Valid U.S. driver's license required
  • Professional certifications such as Six Sigma (Green Belt/Black Belt), Certified Quality Manager (CQM), or ISO/IATF Lead Auditor are desirable but not required

Knowledge, Skills, and Abilities

• Proven leadership managing technical support, product quality, and customer issue resolution
• Excellent problem-solving, team leadership, and customer communication skills
• Experience managing or supporting technical call centers or remote support teams is preferred, but not required
• Familiarity with aftermarket automotive and dealer/distributor business models preferred but not required
• Evaluate information objectively and consider multiple perspectives to make informed decisions
• Break down complex data to identify trends, patterns, and root causes
• Ability to think outside the box to generate unique and practical solutions