Alps Alpine, a leading manufacturer of electronic components and automotive infotainment systems, has brought the world numerous "First 1" and "Number 1" products since its founding in 1948. The Alps Alpine Group currently operates 110 bases in 26 countries and regions, supplying roughly 40,000 different products and solutions to around 2,000 companies worldwide. Those offerings include devices such as switches, sensors, data communication modules, touch input panels, actuators and power inductors; electronic shifters, remote keyless entry systems and other automotive units; consumer electronics like car navigation and audio-visual systems; and systems and services such as digital keys based on smartphone app and blockchain technology, and remote monitoring.

ESSENTIAL FUNCTIONS

Quality Management and Product Quality

Oversee product inspection, validation, testing, and approval processes (QC24) for new and existing aftermarket car audio and navigation systems

Lead structured problem-solving activities (8D, 5-Why, Fishbone) for internal and customer-reported issues

Manage field issue investigations, warranty data analysis, and corrective action processes

Technical Support Management

Oversee the day-to-day performance of the Technical Support team, handling dealer, installer, and consumer inquiries related to audio and navigation products

Develop and maintain call center quality standards, scripts, technical documentation, and escalation procedures

Monitor call center metrics (response times, resolution rates, customer satisfaction) and implement continuous improvements

Ensure effective technical training for call center agents on new product features, known issues, and troubleshooting procedures

Collaborate with the Technical Support team to identify recurring product or application issues and initiate corrective action or product improvement initiatives

Integrate call center feedback and data into overall product quality and warranty reporting systems

Continuous Improvement and Team Leadership

Lead quality improvement initiatives across processes, products, and customer support services

Analyze quality, warranty, and technical support data to identify trends, root causes, and opportunities for improvement

Manage, oversee, and provide guidance to the Product Quality and Tech Support teams to achieve organizational goals and objectives

Provide training and development on quality tools and methodologies to employees at all levels

Monitor and evaluate team performance against key performance indicators (KPIs)

Provide support for certification and ensure compliance with customer-required quality management systems (e.g., TISAX, IATF 16949, etc.).

Positions that fall under the functions of Product Development, Legal, HR, IT, and Executive Management are required to exercise a higher level of confidentiality and discretion in handling information that the positions have access to.

NON-ESSENTIAL FUNCTIONS

Coordinate with Purchasing and Supplier Quality teams to address supplier-related quality issues

Support the development of the reman process for BRAND BU and OEM customers

Support overseas affiliates (IW, AOJA, AAEU) OEM customers in the NA market (Mazda, Land Rover, Jaguar, etc.)

Perform other related duties as required

SUPERVISION ADMINISTERED

This position typically requires the supervision of the Product Quality and Technical Support teams

QUALIFICATIONS

EDUCATION/EXPERIENCE AND/OR TRAINING

Bachelor's degree in engineering, Quality, or related technical field

5+ years of Quality Management experience in automotive aftermarket, consumer electronics, or related sectors, preferably with audio, sound system, infotainment, or navigation systems

LICENSES OR CERTIFICATIONS

Valid U.S. driver's license required

Professional certifications such as Six Sigma (Green Belt/Black Belt), Certified Quality Manager (CQM), or ISO/IATF Lead Auditor are desirable but not required

KNOWLEDGE, SKILLS, AND ABILITIES

Proven leadership managing technical support, product quality, and customer issue resolution

Excellent problem-solving, team leadership, and customer communication skills

Experience managing or supporting technical call centers or remote support teams is preferred, but not required

Familiarity with aftermarket automotive and dealer/distributor business models preferred but not required

PROBLEM-SOLVING SKILLS

Evaluate information objectively and consider multiple perspectives to make informed decisions

Break down complex data to identify trends, patterns, and root causes

Ability to think outside the box to generate unique and practical solutions

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

ALPS ALPINE

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