Job description for Bike Service Quality Engineer at Dat Bike Vietnam
Key Responsibilities
Service Quality Analysis
- Perform deep analysis of Quality metrics (CRR, FTFR, RRR) from the data system; identify patterns, outliers, and hidden root causes.
- Collaborate with the Analytics team to propose new analytical angles, improved dashboards, and early warning signals for the new EV platform.
- Provide regular technical quality reports across the full network to the Service Excellence Manager and Head of Bike Servicing.
Framework & Technical Documentation
- Design and maintain standardized Diagnostic Frameworks, Repair Procedures, and Troubleshooting Guides segmented by fault type and vehicle model.
- Author Technical Service Bulletins (TSBs) when systemic faults are detected or R&D updates are released, ensuring full network coverage.
- Pilot and evaluate new diagnostic methods, tools, and equipment; recommend deployment of solutions that demonstrate clear impact.
Technician Training & Capability Building
- Develop technical training programs (on-site and remote) based on real-world fault analysis.
- Directly deliver training sessions, on-site coaching, and technical capability assessments at 3S and Hub locations.
- Collaborate with the Training team to embed technical content into the LMS where applicable.
Field–R&D Technical Bridge
- Record, classify, and track recurring technical issues from the field; clearly distinguish design/material defects from repair process failures.
- Prepare detailed technical briefs (failure pattern, frequency, conditions, attempted fixes, suspected root cause) for efficient R&D intake and resolution.
- Follow up resolution progress with R&D and ensure solutions are deployed to the network on schedule.
Requirements
- Root Cause Analysis: Proficient in ≥1 framework (8D, Fishbone+5Whys, DMAIC). Always traces back to the true root cause, not just the symptom. Experience writing Corrective Action Reports or TSBs.
- Technical Documentation: Has authored repair procedures, diagnostic checklists, or training materials from field experience. Writes for technicians to execute, not engineers to review.
- Service Metrics Literacy: Understands Quality metrics of servicing, and what the numbers don't reveal. Sufficient data literacy to collaborate with analytics and proactively propose new analyses.
- Standardization & Scale Mindset: Always asks: 'How do we make 100 locations do this correctly?' Understands tiered support models and knows SOPs must be measured and continuously updated.
- Technician Training & Coaching: Has delivered classroom training, on-site coaching, or developed technical training content. Has the technical credibility for technicians to trust and follow.
- Field–R&D Bridge: Knows how to package field problems into a clean technical brief. Technical enough to hold their own with R&D; practical enough to ensure solutions are field-deployable.
Benefits:
- Competitive income.
- Meal support according to company policy.
- Social insurance.
- MIC insurance.
- Discount price to buy a Dat Bike.Benefits:
