Senior Specialist Customer Quality (f/m/d)

We are the brand for forward-thinkers. We celebrate challenging conventions and shaping the future of electric mobility. We focus on the essentials to bring perfection to customers. We make urban life more enjoyable and entertain our customers with new impulses.

Ever since smart exists, we rewrite the automotive industry’s rulebook. In the 1990s, we undermined the predominant philosophy of ‘bigger is better’ and designed a revolutionary car. Since 2020 we are the first car enterprise that switched to 100% electric! We aim to transform into a leading player in urban premium, electric & connected mobility provider.

Are you a forward thinker too? Then join us now!

Your responsibilities

In your role as “Senior Specialist Customer Quality” you will manage and optimize field quality processes, ensuring timely issue resolution and continuous improvement across products and regions.

• Managing and optimizing established field quality processes, including complaint management, field performance monitoring, and failure analysis, ensuring consistent execution and continuous improvement across regions.
• Owning and coordinating all claiming channels, especially Customer Engagement Center (CEC) inputs, to ensure proper evaluation, classification, and feedback flow into the field quality system.
• Leading cross-functional collaboration with teams in Europe, China, and other global regions to align quality strategies, share learnings, and maintain consistent standards for both hardware and software-related concerns.
• Overseeing software, app, and OTA (Over-the-Air) quality topics, ensuring timely issue detection, cross-functional coordination, and effective field countermeasures in cooperation with engineering and digital product teams.
• Utilizing advanced data analytics and AI-supported tools to identify systemic issues, monitor trends, and enable proactive risk mitigation and decision-making.
• Driving critical issue resolution and escalation management, coordinating with internal stakeholders, suppliers, and external partners to ensure fast and sustainable solutions.
• Developing and maintaining actionable field quality metrics and dashboards, tracking product performance and quality KPIs, and providing management reporting and insights for continuous improvement.
• Facilitating continuous improvement initiatives through structured, lean, and agile problem-solving methodologies, enhancing overall field performance and customer satisfaction.
• Supporting new model launches and digital feature rollouts, ensuring reliability, customer experience, and post-launch feedback loops are effectively integrated into the global quality system.
• Representing the European field quality function in global meetings and strategy discussions, ensuring the voice of the customer and regional market learnings are reflected in HQ and product development decisions.

What you bring along

• You hold a degree in Engineering (Mechanical, Automotive, Electrical/Electronics, Mechatronics), Quality Management, or a comparable field.
• You have professional experience in automotive field quality, warranty management, or after-sales quality (5+ years); experience with software, app, or OTA quality topics is a plus.
• Preferably, you have experience working in international and cross-cultural environments, collaborating with teams across Europe, China, and other global regions.
• You are familiar with automotive after-sales processes, claiming channels, and quality KPI tracking.
• You have a strong understanding of field quality management, root cause analysis, and structured problem-solving (8D, DMAIC, FMEA).
• You work independently, goal-oriented, and in a well-structured way, with excellent analytical skills and the ability to translate data into actionable insights.
• You are familiar with Agile frameworks, IT/digital project coordination, and cross-functional collaboration from a business perspective.
• You have a strong affinity for the automotive industry, including electric mobility, with knowledge of market trends, segments, and competitors.
• You have a pioneering mindset: challenge the status quo, drive innovation, and proactively seek improvements.
• You thrive in complex, dynamic, and international environments with agile working culture.
• You are fluent in English (additional European language or Mandarin is a plus).
• You are proficient in MS Office (Excel, Project), collaboration tools (Confluence, Jira), Business Intelligence tools, and process automation applications relevant to your area of responsibility.
• You remain calm under pressure, effectively manage multiple priorities, and meet tight deadlines.
• You are willing to travel to engage directly with markets and field operations.

We're building a workplace where amazing people like you can do their best work. Together with us, you enjoy the agile working atmosphere with cross-European responsibilities.
 
We're creating a culture where personal and professional growth are as important as business growth. Together with us, you will build a diverse and inclusive environment where you feel you belong to.
 
We empower you to have ownership over work