Field Quality – Service Program Manager

Role Overview

• Own and manage the deployment of the quality strategy across the full product range defining milestones, aligning cross-functional stakeholders, and tracking program health from launch through steady-state operations.
• Define, own, and report on the full suite of service KPIs including field reliability, repair turnaround time, first-time fix rate, warranty cost per unit, and customer satisfaction escalating risks and driving corrective action across teams.
• Act as the primary interface between field operations and the business. Triage incoming field issues, own root cause investigations, and drive corrective and preventive actions through to closure with engineering, manufacturing, and supply chain.
• Lead structured investigations into product failures using RCA, FMEA, and 8D methodologies translating field data into actionable design and process improvements.
• Design and maintain the end-to-end service operating model including parts workflow, warranty returns, repair authorization, diagnostic logic, and troubleshooting frameworks.
• Manage the pipeline of quality improvement initiatives, prioritizing by field impact and coordinating execution across engineering, manufacturing, and supplier teams.
• Own the development and maintenance of service manuals, diagnostic guides, technical bulletins, and warranty procedures to keep field teams current and effective.
• Develop and deliver training programs for customers, fleet operators, and service technicians covering operation, maintenance, diagnostics, and new product introductions.
• Contribute to field testing and validation programs, ensuring real-world service and quality considerations are embedded in product sign-off criteria.
• Partner with Supplier Quality to resolve component quality issues and manage warranty claims, ensuring obligations are met and recovery actions are tracked.

Requirements

• Bachelor's degree in Mechanical, Electrical, Automotive Engineering, or a related field.
• 7+ years of experience spanning field service, quality engineering, or program management in a commercial vehicle, powertrain, or automotive environment.
• Demonstrated ability to manage cross-functional programs — setting plans, owning KPIs, and driving accountability across teams.
• Proven experience with structured quality tools: RCA, FMEA, 8D, and closed-loop corrective action processes.
• Hands-on background with vehicle powertrains, electrical systems, or automotive diagnostics.
• Strong data analysis capability — comfortable owning dashboards, interpreting field trends, and presenting findings to senior stakeholders.
• Clear communicator across technical and non-technical audiences, with the ability to represent the service function at a program level.
• Willingness to travel for field support, customer engagement, and supplier reviews.

Benefits

• Competitive salary
• Equity for all full-time roles
• Generous benefits package