Lead - Customer Quality

Role: Manager - Customer Quality

Location: IBC Knowledge park, Bengaluru

Reporting to: Head - Customer Quality

Team Name: Quality, Customer Quality

About the Team and the Role:

The Customer Quality team at Ather is responsible for managing day-to-day customer quality operations, resolving field issues across mechanical and electrical hardware, and collaborating cross-functionally with service and engineering teams to drive field quality improvements.

This role is for a Manager - Customer Quality who will oversee field operational quality, lead root-cause analysis on failure modes, establish robust SOPs and quality frameworks, and integrate customer insights into product development to elevate the ownership experience.

Responsibilities

• Manage day-to-day customer quality operational functions and implement process improvements to enhance operational efficiency.
• Record, document, and categorize all field-reported mechanical and electrical hardware quality issues into supplier, design, or manufacturing quality categories.
• Perform detailed failure analysis using 8D methodology to identify unique failure modes and initiate corrective and preventive actions.
• Create, standardize, and update SOPs, system processes, and operational tools for customer quality and service functions.
• Partner closely with field service teams and Area Service Managers (ASMs) to ensure issue reporting clarity, compliance, and procedural support.
• Facilitate the availability of comprehensive technical service and maintenance information for field teams.
• Monitor and identify serviceability and customer quality concerns upstream during new product development.
• Establish and sustain continuous communication and monitoring mechanisms for quality management and requirement flows across field teams.

Experience and Qualifications

• ME / M.Tech / MS / BE / B.Tech in Mechanical, Electrical, Automotive, or related engineering discipline
• 9–11 years of automotive OEM experience in quality management processes

Must Have Competencies

• Root cause analysis and corrective/preventive action execution using structured 8D and problem-solving methodologies.
• Customer quality operations, warranty analysis, and field service quality management in the automotive domain.
• Technical failure mode identification and diagnostics for mechanical and electrical vehicle hardware.
• Standard Operating Procedure (SOP) development, process auditing, and quality governance.

Good to Have Competencies

• Early quality integration during New Product Development (NPD) with focus on Design for Service (DFS).
• Automotive dealership technical operations and warranty claim administration workflows.
• Field quality data analytics, failure trend analysis, and technical reporting.
• Electric two-wheeler architecture and high-voltage/low-voltage vehicle system diagnostics.

Want to know more

At Ather, we've built India's first intelligent scooter, from scratch. Based on the philosophy of clean design and smart technology, we are transforming the urban commute experience. We are expanding in India, and in the coming years, we look forward to scaling up and launching more products globally. Today, our product offerings include the Ather 450X, 450S, 450 Apex, and Rizta. Beyond the product, we are also setting up an extensive charging network and re-imagining end-to-end ownership experience. To know more, check out our Careers site and our Substack.

Be You, With Us

The Ather story doesn't write itself - our people do. We believe everyone is equal, but not the same. Diversity is our strength, and building an inclusive and equitable workplace begins with acknowledging and embracing our differences. We are an equal opportunity employer, and our team reflects a wide range of identities, experiences, and perspectives - all united by a shared passion to shape the Ather journey.