Job Title
Service Quality Lead
Job Description
Do you thrive in complex service environments where quality and customer impact come together? Do you enjoy leading cross-functional teams to resolve critical issues and prevent recurrence across a global installed base? Are you motivated to drive continuous improvement and first-time-right service execution? Then this could be your next career step!
Service Quality Lead
Your department
The Solution Performance Department is part of the Service Excellence organization within Toyota Automated Logistics (TAL) EMEA/APAC and plays a key role in driving quality performance throughout the product and service life cycle. The department contributes directly to the Life-cycle Services proposition, which represents a significant part of TAL’s revenue. Solution Performance monitors the quality, reliability, and performance of Market Leading Concepts and Functional Modules, translating field feedback and performance data into targeted product and service improvements. In doing so, the team ensures that Life Cycle Services are prepared for effective, efficient, and first-time-right execution with a strong focus on customer satisfaction and continuous improvement.
Your tasks/responsibilities
As Service Quality Lead, you are responsible for driving quality and problem resolution across the service value chain, with a strong focus on prevention, transparency, and customer impact:
Act as the global “go-to” person for quality and major problem topics within the service domain.
Empower cross-functional teams to address critical quality, safety, and performance issues across products, processes, and customer sites.
Ensure effective containment actions, perform thorough root cause analyses, and define robust corrective and preventive measures to prevent recurrence.
Monitor product and service performance in the installed base, identify patterns and risks, and initiate improvement actions to enhance first-time-right execution.
Support and facilitate Root Cause Analyses (RCA) for recurring or high-impact incidents and translate outcomes into actionable improvement plans.
Drive communication and implementation of Technical and Customer Information Letters, ensuring timely, clear, and consistent rollout across the organization.
Represent the customer perspective during escalations and act as a trusted business partner for internal stakeholders across regions and disciplines.
Provide clear, fact-based reporting and progress updates to management and quality boards to support decision-making.
Contribute to the development and standardization of quality and problem-solving processes, including automation and continuous improvement initiatives.
Your profile
Bachelor’s or Master’s degree in a technical discipline, engineering, or quality management.
8+ years of experience in an international service, quality, or operational environment, preferably within complex technical systems or solutions.
Strong experience in leading cross-functional teams and managing stakeholders at multiple organizational levels.
Proven expertise in structured problem-solving and root cause analysis methodologies (e.g. RCA, 8D, A3, Fishbone, IS/IS-NOT).
Analytical mindset with the ability to translate data and findings into clear recommendations and business decisions.
Excellent communication and influencing skills, capable of explaining complex topics to diverse audiences.
Comfortable working under pressure and managing escalations with a customer-first mindset.
Business-oriented, proactive, and driven to deliver sustainable quality improvements.
Team player who inspires collaboration and promotes a culture of prevention and continuous improvement.
Contact
If the role of Service Quality Lead appeals to you, then please apply now by completing the application form, and uploading your CV and covering letter. For more information, please contact Juliëtte van Kraaij, Senior Recruiter on 0413-495288 or jobs@eu.toyota-al.com.