Service Quality Engineer

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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.