Quality Improvement Manager

About the Role

At Electrum, quality and reliability are critical to delivering a seamless electric mobility experience across Indonesia. We are looking for a Quality Improvement Manager to strengthen service quality, preventive maintenance, and operational consistency across our EV and battery-swapping ecosystem.

This role will focus on preventive maintenance programs, service advisor excellence, and quality assurance & training, ensuring our vehicles, battery swap stations, and service operations meet high reliability and customer satisfaction standards as we scale.

You will work closely with Operations, Service, CX, Engineering, and Training teams to embed a strong quality culture and continuously improve how we serve our customers and partners.

What You Will Do
Preventive Maintenance & Reliability

• Design and continuously improve preventive maintenance programs for Electrum's EVs, battery systems, and supporting infrastructure.
• Define maintenance standards, inspection routines, and checklists to reduce downtime, breakdowns, and repeat issues.
• Analyze maintenance and failure data to identify root causes and implement preventive actions.
• Monitor preventive maintenance compliance and effectiveness across service locations and partners.
• Partner with Operations and Engineering teams to improve asset uptime, safety, and operational readiness.

Service Advisor Quality & Customer Experience

• Establish service advisory standards covering diagnosis quality, communication accuracy, job documentation, and follow-up.
• Audit service advisor practices to ensure clear explanations, accurate recommendations, and proper handover to technicians.
• Improve service intake, estimation accuracy, and service completion quality.
• Work with CX teams to analyze complaints, NPS feedback, and service pain points.
• Coach and support service advisors to consistently deliver Electrum's service standards.

Quality Assurance & Training

• Develop and maintain quality assurance frameworks, SOPs, and service guidelines aligned with Electrum's operational model.
• Design and deliver training programs for service advisors, technicians, and operational teams.
• Lead onboarding, refresher training, and capability-building initiatives to support scale and consistency.
• Conduct regular audits, field inspections, and compliance checks across service operations.
• Identify skill gaps and work with HR and Training teams to build structured learning paths.

Continuous Improvement & Reporting

• Lead root cause analysis (RCA) and corrective/preventive action (CAPA) initiatives for recurring issues.
• Track and report quality KPIs such as preventive maintenance compliance, repeat repair rate, first-time fix rate, service SLA, and customer feedback trends.
• Drive continuous improvement initiatives that improve reliability, reduce cost, and enhance customer trust.
• Provide regular insights and recommendations to leadership on quality performance and risk areas.

What You Bring

• Bachelor's degree in Engineering (Automotive, Mechanical, Electrical, Industrial) or related field.
• 5–8 years of experience in service operations, maintenance, quality management, or technical training roles.
• Strong understanding of preventive maintenance systems and service workflows.
• Experience working closely with service advisors, technicians, and field operations teams.
• Proven experience in quality assurance, audits, and process improvement.
• Strong analytical, problem-solving, and root cause analysis skills.
• Ability to design and deliver effective technical and service training programs.
• Strong communication and cross-functional collaboration skills.

Nice to Have

• Experience in EV, automotive, fleet, or heavy equipment environments.
• Familiarity with battery systems, charging or battery-swapping operations.
• Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
• Experience managing quality across multi-site operations.

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