Warranty & Quality Manager

About ZEEKR

ZEEKR is a premium electric vehicle brand under the Geely Group, dedicated to pioneering innovation in smart, sustainable mobility. As part of Geely's ecosystem, ZEEKR embodies cutting-edge design, advanced technology, and user-centric electric mobility experiences.

About Geely:

• A global leader in smart electric vehicles and automotive innovation.
• Owns iconic brands including Geely Auto, ZEEKR, Volvo, Polestar, Lotus, and holds a 17% stake in Aston Martin.
• Boasts $100B+ in assets and employs 140,000+ people worldwide.
• Employs over 30,000 engineers and designers across R&D centers in China, Sweden, the UK, the U.S., and Germany.
• Operates 4,000+ sales and service locations globally.
• Recognized as a Fortune Global 500 company for 13 consecutive years.
• Drives AI-powered automotive solutions supported by one of the industry's largest cloud computing capacities (1.02 Exaflops/sec).
• Through Geespace, has launched 20 satellites to enhance safe autonomous driving capabilities.
• Employs world-class digitalisation and AI-driven manufacturing processes.

Work Responsibilities:

Manage end to end warranty claims, FREE maintenance claims, and goodwill cases in compliance with brand standards and local regulations.

Review and validate claims from authorized service centers, ensuring accurate documentation and repair justification.

Coordinate with technical teams and parts suppliers for claim verification and recovery processes.

Quality Management & Analysis:

Monitor and analyze warranty data, failure trends, and field quality issues to identify root causes and recommend corrective actions.

Develop and maintain quality performance dashboards and reports for management review.

Collaborate with China HQ quality teams on defect investigations, campaign management, and preventive quality initiatives.

Process Improvement:

Optimize claims processing workflows to improve efficiency, accuracy, and cost recovery.

Implement and maintain quality management systems (QMS) within the after-sales operations.

Conduct regular audits of service centers to ensure adherence to warranty and quality procedures.

Stakeholder Collaboration:

Liaise with service network, parts, and technical teams to resolve complex claims and quality disputes.

Support training programs for service staff on warranty policies, quality standards, and claim submission protocols.

Compliance & Reporting:

Ensure all processes align with OEM guidelines, local regulatory requirements, and industry best practices.

Prepare monthly/quarterly reports on claim performance, quality metrics, and improvement activities.

Qualifications & requirements:

• Bachelor's degree in Engineering, Automotive Technology, Business Administration, or a related field.
• Minimum 5–7 years of experience in automotive warranty claims, quality assurance, or technical service roles; experience with electric vehicles is highly preferred.
• Strong knowledge of warranty systems, quality tools (e.g., FMEA, 8D, Root Cause Analysis), and after-sales processes.
• Proficiency in data analysis tools (Excel, Power BI, or similar) and claim management software.
• Excellent communication skills in English and Malay; proficiency in Mandarin is a strong advantage for effective coordination with Chinese HQ and suppliers.
• Ability to lead projects, solve problems systematically, and work in a cross-functional environment.