Electrify America, a subsidiary of Volkswagen Group of America, is leading the implementation of the $2B Zero Emission Vehicle (ZEV) Investment Plan. Electrify America is committed to creating and facilitating a highly visible, reliable, interoperable and driver-oriented Electric Vehicle (EV) charging infrastructure network to support the increased adoption of Electric Vehicles in California and the rest of the United States. It will create the “Gas Stations of the Future” by investing in a range of current and future charging technologies that will provide ubiquitous access to EV drivers along highways, in metro areas, at multi-unit dwellings, at workplaces and in ridesharing programs. Electrify America will also invest in initiatives to increase the awareness and education of driving electric and will support a number of strategic ‘Green Cities’ projects in California. Through its programs, Electrify America’s investment will enable millions of Americans to discover the benefits of driving electric.
This role is focused on the operational management of Electrify America’s product and program quality initiatives including hardware start-up and commissioning, hardware / network performance, product quality improvements, service, warranty, parts, and customer satisfactions analysis. The candidate will develop, implement and supervise a quality assurance program (guidelines, methods and strategies), which strengthens customer satisfaction and supplier development, prevention and continuous improvement. The candidate will monitor overall quality performance of the assets and customer related programs, support technical investigations and problem resolution for reduction of hardware downtime warranty, and service costs. This role will manage and work directly with charging hardware suppliers and will be the principle quality advocate to address hardware quality, reliability, functionality, and satisfaction to maximize product dependability.
The candidate will also develop and manage the quality initiatives for all customer facing programs, including customer satisfaction, call center and overall customer quality metrics and support with data analytics to help the company better understand customer behavior and experience. Present the findings to various audiences across functional areas, including executive level presentations. The selected candidate will develop relationships with suppliers and partners and must adhere and maintain those ongoing relations, liaising with partners to develop and maintain efficient strategies for measuring ongoing program success of the operations. The candidate will maintain management and budget responsibility across their area of responsibility.
Primary point of contact for all EV charger hardware quality and reliability issues in the field including supplier design, manufacturing, supply chain, and performance
Hardware supplier quality management including supplier assessments, site audits including manufacturing facilities, supplier corrective actions (SCARs), and supplier quality score carding
Quality methodology- develop, implement and manage the QA/QC processes as well as define KPI’s for operations performance
Analyze and report department KPIs and metrics including dash boarding to ensure stakeholder requirements are met through continuous improvement of the internal team and processes
Continuously measure and reporting the quality metrics for hardware install base including field failure rates, fielded MTBF, performance data, and pareto analysis
Convene regular reliability reviews with hardware vendors and develop preventative maintenance recommendations to improve cost, reliability, and system availability
Effectively communicate quality issues and progress to all stakeholders and drive cross functional investigations including necessary representatives from technology, operations, sourcing, and marketing
Drive failure analysis efforts through supply chain to root cause and ensure closed loop corrective actions are implemented following the 8D corrective and preventative action process
Developing and implementing concepts and methods that reduce cost without compromising existing quality standards and processes
Assist with the planning and introduction of quality requirements, standards, and guidelines to improve product reliability and customer experience
Management of Quality standards
Support training and education programs for the internal team, call center agents, stakeholders
Provide regular updates to internal teams, department management, and executive leadership as required
Manages defined financial targets and ensures overall operational costs fall within budget
10 - 12 years of experience
Bachelor's Degree in Engineering or Science
Oversight of technical and customer programs with external partners/suppliers
Influencing and negotiation skills – collaborate with cross-functional teams to influence program development, and ongoing program design and execution, based on current program metrics/analysis
Analytical and conceptual thinking – using logic and reason, creative and strategic
Communication skills – interpersonal, presentation and written
Research – ability to gather and analyze qualitative, quantitative feedback and KPI data to assess program success
Computer proficiency – skilled in the use of office and project management software
Program training support for internal and external audiences
Specialized Skills (Required)
Drive process and product continual improvement by utilizing various quality methods including: root cause analysis, 8D corrective action, process mapping, 5S, Kaizen, ANNOVA, FMEA, and fault tree analysis.
In depth and hands-on experience in managing hardware supply chain quality and reliability
Assess vendor failure analysis results and root cause findings and drive containment and corrective actions as required through the supply chain following the 8D process
Perform reliability analysis including fielded MTBF, system availability, and wear out (Weibull analysis)
Demonstrated experience performing technical source audits at vendor locations including both hardware and processes
Statistical Analysis as required including fielded MTBF, System Availability, ANNOVA of parametric data
Demonstrate proactive problem solving capability
Organized and effective in managing multiple vendors and programs for quality and reliability performance
Proven customer focus and orientation
Supplier and partner relations – develop supplier and partner relations, negotiate, and hold accountable to key metrics to improve customer experience
Understanding complex issues and properly communicate issues to other stakeholders
Provide regular updates to internal teams
MBA, MS or equivalent
Previous experience within the EV charging industry.
Knowledge and understanding of EV charging network operations
Familiarity with electric vehicle charging equipment
VW. Two letters. Endless opportunities. A bright future.
The Volkswagen Group is one of the world's largest producers of passenger cars and Europe's largest automaker and is on the road to number one. Come join our team and you could be part of that ride. For our employees, Volkswagen stands for more than just efficient and sustainable products - it’s an expression of who they are and how they... move through life. Become a part of the Volkswagen of America experience and work with people who are passionate, innovative, enthusiastic, and high performing team players. Everyone deserves a better car and everyone deserves a better company - it’s a Volkswagen thing.