Quality Engineer (Professional / Manager)

**Let's introduce ourselves**
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Lead the end to end coordination, launch, and lifecycle management of Field Service Actions (FSAs), including safety recalls, service campaigns, extended warranties, and customer preparation service across the Americas Region. This role ensures regulatory compliance, high completion performance, and continuous improvement as technologies and customer communication channels evolve. Responsibilities include planning new launches, monitoring market performance, improving completion rates (including older open campaigns), delivering management reporting, and leading cross functional alignment. This role represents the Americas needs in coordination with the Central organization in Sweden.

**What you'll do**
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**1) FSA Strategy, Planning \& Launch (Americas)**

• Own the regional plan and calendar for new FSAs and drive cross functional readiness (Quality, Technical Support, Retailer Network, Parts Logistics, Legal, Customer Care).

• Chair and manage the Field Service Action Team; set priorities, remove obstacles, and ensure timely, data driven decisions.

• Coordinate the launch of recalls, service campaigns, extended warranties, etc., ensuring synchronized communications, parts availability, and VIN targeting.

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**2) Regulatory Compliance \& Agency Interface**

• Prepare and submit defect information reports, owner notifications, and supplemental filings to NHTSA (U.S.) and Transport Canada, ensuring accuracy and timeliness.

• Maintain documentation consistent with U.S. and Canadian regulatory expectations; track regulatory updates and integrate them into internal procedures.

• Maintain an auditable history of all agency communications and submissions.

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**3) Communications \& Customer Outreach**

• Coordinate with Volvo IT/Digital and approved vendors to execute customer mailings, email notices, app notifications, and SMS outreach.

• Ensure message consistency across Communications, Product, Digital, and Retailer channels.

• Manage Quality Bulletin processes (Central \& Local) and submit Quality Bulletin Requests to Volvo Car Sweden when required.

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**4) In Market Performance \& Continuous Improvement**

• Monitor and report monthly/quarterly completion rates across all FSAs, including geographic, model year, and retailer segmentation.

• Develop recovery plans for lagging or aged campaigns, including re launch strategies.

• Identify improvement opportunities across data quality, outreach effectiveness, retailer readiness, and process efficiency.

• Track industry trends and regulatory developments; leadership on emerging risks and opportunities.

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**5) Governance, Forums \& Cross Functional Alignment (Updated Section Included)**

• Chair and lead the Americas Campaign Team meetings, held twice per month, bringing together cross-functional representatives from Quality, Technical Support, Service Business, PS\&L, Customer Care, and Legal to review, monitor, and ensure active Field Service Actions achieve optimal completion levels, while driving risk identification, corrective actions, and execution accountability.

• Support the Americas Quality Review Committee, and make decisions as needed to achieve Volvos objectives and maintain alignment with safety, compliance, and quality expectations.

• Represent the Americas region in coordination with Central (Sweden), aligning on technical scope, timing, customer impact, and resource requirements.

• Ensure governance documents (decision logs, risk lists, communication records) are maintained and transparent across all stakeholder groups.

**What you'll bring**
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**Required**

• Bachelor's degree in business, Engineering, Project/Program Management, or equivalent experience.

• 5 years of experience in automotive service, quality, product safety/compliance, or program management.

• Strong understanding of NHTSA and Transport Canada recall requirements and related regulations.

• High proficiency in data validation, analytics, and performance reporting.

• Excellent written and verbal communication skills; ability to write technically and clearly for both regulatory and customer audiences.

• Demonstrated ability to lead cross functional teams and manage complex, multi stakeholder programs.

**Preferred**

• Experience in participating in regulatory or industry working groups.

• Familiarity with Volvo Cars processes (Quality Bulletins, BMS, recall workflows).

• Experience with multi channel customer notification strategies (mail, email, app, SMS).

• Bilingual English/French; Spanish helpful.

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**Core Competencies**

• Program/Portfolio Management

• Regulatory Acumen \& Judgment

• Analytical Problem Solving

• Communication (Technical \& Customer Facing)

• Stakeholder Influence \& Leadership

• Continuous Improvement Mindset

• Retailer and Customer Centricity

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**Success Metrics**

• Launch readiness and on-time execution

• Completion rate performance (overall and tail recovery)

• Regulatory compliance adherence (zero missed deadlines)

• Accuracy of VIN targeting and customer contact data

• Retailer readiness and engagement

• Efficiency and cost effectiveness of customer outreach

**Salary Range**

• $73,347 to $136,217

Compensation is determined based on experience, qualifications, internal equity, location and company guidelines