Quality Management Manager

Responsibility:

Workshop Dispatching & Time Control

• Oversee job dispatching and technician allocation based on skill matrix and work complexity.
• Balance workload across heavy, light, and urgent jobs to meet SLA and avoid bottlenecks.
• Ensure technicians are assigned to suitable work types (engine, electrical, EV, transmission, suspension).
• Maintain and enhance skill mapping to minimize allocation errors and improve job accuracy.
• Plan daily and weekly workload based on manpower availability and workshop capacity.

Labour Time & Productivity Management

• Monitor standard labour hours (Sold/ Productive Hours) and ensure alignment with actual technician performance.
• Control workshop productivity, efficiency, and effectiveness to achieve company benchmarks.
• Identify root causes of low productivity (e.g., part delay, inaccurate diagnosis, improper job allocation) and implement corrective actions.
• Reduce lost time and idle time by improving workflow and repair processes.
• Track job completion rate and technician performance on a daily and weekly basis.

Repair Quality Management

• Lead and supervise QC processes across all repair stages: Pre-QC, In-Process QC, and Final QC.
• Ensure repairs comply with OEM guidelines, Technical Manuals, WIS/ASRA, TIPS, and safety standards.
• Audit and validate high-risk repair work (engine, electrical systems, hybrid/EV, chassis, safety systems).
• Investigate repeat repair incidents and implement preventive measures to eliminate recurrence.

Process & Standard Compliance

• Develop and maintain workshop QC procedures aligned with Mercedes-Benz standards.
• Verify accuracy of repair documentation and system input in DMS / Xentry.
• Establish and enforce Work Instructions, Checklists, and Quality Standards for Service Advisors and Technicians.
• Ensure proper use of special tools and diagnostic equipment to maintain repair precision.

Quality Analysis & Continuous Improvement

• Analyze quality performance indicators (CSI, Repeat Repair Rate, Diagnosis Accuracy, First Fix Rate).
• Prepare weekly and monthly quality reports for management review.
• Lead root cause analysis and propose process improvements to enhance workshop performance.
• Drive ISO and 5S implementation within the service and technical teams.

Team Management & Capability Development

• Lead QC, Foreman, and Technician teams involved in repair quality operations.
• Develop technical competency plans in areas such as diagnosis, EV systems, and safety practices.
• Collaborate with Training Department to enroll staff in Mercedes-Benz Certified Training programs.

Customer Satisfaction

• Validate repair quality before vehicle delivery to ensure 100% compliance.
• Support Service Advisors on complex cases, warranty claims, and situations requiring technical explanations.
• Handle quality-related complaints and ensure fast and accurate resolution.
• Coordinate with CRM/Frontline teams to close customer complaints within SLA.

Specification:

• Bachelor's degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, or a related field.

• Minimum 5–7 years of experience in automotive repair, workshop operations, or quality control.

• Prior experience supervising technicians or managing workshop repairs in a European car service center, especially Mercedes-Benz, is an advantage.

• Knowledge of diagnostics systems and EV/Hybrid technology is highly desirable.

• Strong technical knowledge of automotive systems including engine, electrical, chassis, and safety systems.

• Proficient in problem analysis and root cause investigation.
• Effective leadership, team management, and coaching skills.
• High attention to detail with a strong focus on repair accuracy and safety standards.
• Service-minded with the ability to communicate technical information to customers clearly.
• Proficient in using Xentry, DMS, and related diagnostic or service systems.