Lead - Customer Quality

Ather Energy; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Ather Energy in Bengaluru, India, seeks a Manager - Customer Quality to oversee field quality operations and lead root-cause analysis on product failures. This role drives SOP development and quality governance across service and engineering teams.

You will integrate customer insights into product development to elevate the ownership experience and ensure robust quality during lifecycle operations.

Qualifications

• Experience with root cause analysis and 8D methodology.
• Knowledge of automotive quality management processes.
• Ability to implement SOPs and quality governance.
• Customer quality operations and warranty analysis for automotive OEMs.

Responsibilities

• Manage day-to-day customer quality operations and drive process improvements.
• Record and categorize field-reported mechanical and electrical issues into supplier/design/manufacturing quality.
• Perform detailed failure analysis using 8D to identify failure modes and corrective actions.
• Create and update SOPs, processes, and tools for customer quality and service.
• Collaborate with field service teams and Area Service Managers for issue reporting and compliance.
• Provide comprehensive technical service information for field teams.
• Monitor upstream quality during new product development.
• Maintain communication and monitoring of quality requirements across field teams.

Skills

Root cause analysis

Quality operations

8D problem solving

SOP development

Education

ME/M.Tech/MS/BE/B.Tech in Mechanical/Electrical/Automotive

Job description

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.