Warranty Service Recovery Leader — Electric Vehicles

The mandate

Fleet growth has outpaced the service network’s ability to diagnose intermittent battery, charging and software-related faults. Dealers replace high-value parts before technical escalation, remote updates close cases without proving customer resolution, and scarce components are allocated by case age rather than mobility consequence. The warranty operations leader resigned after repeat visits and no-fault-found claims exceeded the board’s threshold.

The interim takes national service authority within nine days for ten months, through immediate repeat-visit containment, two software release cycles, three component constraints, five repair trials and permanent-leader induction. A safety concern, failed remote remedy, repeated fault, diagnostic ambiguity, part shortage or field bulletin triggers a governed service decision. Six final weeks belong to successor command and backlog proof.

Handover requires fault segmentation, diagnostic and escalation standards, remote-versus-physical repair rules, parts prioritisation, repair-quality observation, warranty evidence, customer communication, engineering feedback and repeat-visit measures. The permanent leader must resolve twelve blinded cases, including an intermittent charging fault after a software update, while preserving mobility, safety escalation and auditable warranty decisions without the interim.

The leader may suspend ineffective repair instructions, restrict certain work to qualified centres, reprioritise constrained warranty parts, deploy CNY780 million of authorised recovery funding, replace temporary regional leads and require engineering response within agreed windows. Product Safety owns reportability and stop-use decisions; Engineering approves technical remedies; dealers employ technicians. Recall, permanent network termination and exceptional compensation require committee approval.

Vehicle design, recall engineering, dealer franchise contracts, retail sales, customer litigation, production quality control and long-term parts sourcing are excluded. The interim cannot suppress a potential safety event, direct unapproved software, authorise blanket part replacement to clear backlog or treat remote case closure as successful repair without customer and diagnostic evidence.

Why this seat is open

The warranty leader resigned after rapid fleet growth exposed fragmented diagnostic authority and rising repeat visits despite strong case-closure reporting. Temporary operating control must stabilise high-consequence journeys before two releases and constrained-part cycles, while a permanent executive is recruited to sustain engineering-to-network learning.

What you will own

• Segment warranty demand by safety potential, mobility loss, repeat history, diagnostic confidence and remedy availability.
• Standardise remote diagnosis, dealer testing, technical escalation, engineering response and verified customer-resolution evidence.
• Allocate scarce batteries, power electronics and specialist bays through transparent consequence and confidence rules.
• Govern service bulletins and software releases into technician readiness, case review and repeat-fault monitoring.
• Connect field evidence with engineering learning without transferring safety, remedy approval or recall authority.
• Lead five trials involving intermittent fault, failed update, part shortage, dealer misdiagnosis and repeat visit.
• Transfer service command after the successor resolves twelve blinded cases and an unfamiliar release-linked pattern.

Candidate qualifications

• Held national warranty or technical-service authority for electric vehicles, automotive or complex connected equipment.
• Recovered networks where case closure and part replacement obscured unresolved intermittent customer faults.
• Built diagnostic escalation, constrained-parts allocation and repair-quality evidence across dealers and remote support.
• Joined field patterns with engineering response while preserving formal product-safety and remedy authority.
• Managed software-linked service events, no-fault-found claims and repeat visits under rapid fleet growth.
• Handed recovery to permanent leadership through blinded cases and a live software release cycle.

Non-negotiables

• Available within nine days for Shanghai authority, twelve network residencies and five repair trials.
• Direct automotive warranty recovery is required; customer-care management without technical service depth is insufficient.
• Will disclose vehicle makers, dealers, battery suppliers, diagnostic vendors and customer-service partners.
• Will not approve recalls, alter vehicle software, hide safety cases, terminate franchises or settle litigation.

1. 49 words maximum. Describe an intermittent vehicle fault that repeated despite apparently closed warranty cases.
2. 49 words maximum. How did you allocate scarce parts without rewarding poor diagnostic discipline?
3. 49 words maximum. Confirm Shanghai availability and the fastest national service recovery you led.