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After-Sales Quality Performance Engineer

18 days ago

Barcelona

At EBRO , a fast-growing automotive startup in the Spanish market, quality in Aftersales is a cornerstone for customer trust and brand success. The After-Sales Quality Performance Engineer ensures that service processes and customer experience meet EBRO’s high standards, driving rapid and effective improvements. This role demands strong prioritization skills to focus on the most impactful actions and regular travel to dealer networks to guarantee consistent quality and customer satisfaction. Position Purpose: At EBRO , a fast-growing automotive startup in the Spanish market, quality in Aftersales is a cornerstone for customer trust and brand success. The After-Sales Quality Performance Engineer is responsible for managing and improving quality performance across all Aftersales activities, acting as a transversal quality role that supports Aftersales divisions based on the data provided by each department and in close collaboration with them. The position ensures full alignment with Corporate Quality strategy, guidelines, standards, and authorities requirements contributing to continuous improvement, cost control and customer satisfaction. Key Responsibilities: Aftersales Technical Support Support Aftersales Technical teams by analyzing technical incidents based on data provided by Technical Support departments and in coordination with them. Identify recurring and complex field issues together with internal Aftersales teams. Coordinate, promote & support technical investigations and resolutions with HQ, Engineering and external departments. Support the validation and deployment of corrective actions in Aftersales. Customer Complaints & Dealer Inquiries. Manage and analyze customer complaints and dealer inquiries based on data provided by Customer Experience, CRM and Aftersales departments, and jointly with them. Identify trends and systemic quality issues impacting customer satisfaction. Coordinate, promote and support cross-functional resolution actions while respecting departmental ownership. Ensure structured root cause analysis and documentation aligned with Corporate Quality methodologies. Warranty Quality. Analyze warranty performance and quality trends using data provided by the Warranty department and in close collaboration with it. Identify deviations, abnormal patterns and repeat failures. Support the definition and follow-up of corrective and preventive actions together with Warranty and HQ teams. Ensure warranty-related quality activities follow Corporate Quality standards. Parts & Accessories Quality Support Spare Parts quality activities by analyzing quality issues based on data provided by the Parts department and jointly with them. Identify quality risks related to components, early failures or recurring defects. Coordinate corrective actions with HQ and suppliers in collaboration with Parts teams. Data & KPI Analysis. Consolidate and analyze Aftersales quality KPIs provided by Technical Support, Complaints, Warranty and Parts departments, working closely with each of them. Prepare Aftersales Quality reports highlighting trends, risks and root causes. Support Aftersales Management with data-driven insights and improvement proposals. Corporate Quality Alignment. Maintain direct and continuous coordination with Corporate Quality. Ensure Aftersales quality activities are conducted in line with Corporate Quality guidelines, processes and strategic objectives. Escalate relevant Aftersales quality topics through structured reporting. Act as a feedback channel from Aftersales to Corporate Quality for product and process improvement. Stakeholder Collaboration Act as liaison between Aftersales, Product Engineering, and Quality departments. Prepare reports and presentations for management on quality performance and improvement plans. Required Qualifications: Education: Degree in Industrial Engineering, Mechanical Engineering, or similar. Experience: 3–5 years in automotive aftersales, quality, or process engineering roles. Experience with warranty analysis and customer satisfaction metrics. Skills: Strong knowledge of After-Sales automotive systems and operations. Proficiency in quality tools (FMEA, 8D, PDCA, SPC). Ability to prioritize tasks effectively in a fast-paced startup environment. Data analysis and reporting (Excel, Power BI, or similar). Excellent communication and problem-solving skills. Languages: Spanish (native) and English (professional level). Availability: Willingness to travel frequently within Spain. Preferred Qualifications: Certification in Lean Six Sigma or similar. Experience with OEM dealer networks and customer service processes. Familiarity with ISO 9001 and IATF 16949 standards. Key Competencies: Customer-centric mindset. Analytical and detail-oriented. Strong prioritization and decision-making skills under pressure. Ability to manage multiple stakeholders and priorities. Continuous improvement orientation. Flexibility and adaptability for frequent travel.