Global Quality & Technical Service Manager at Cake – Stockholm (SE)

We are looking for a Global Quality & Technical Service Manager to join our exciting growth journey!

About CAKE

We at CAKE have a clear mission to contribute to speeding up the transition towards a zero-emission society, by combining excitement and responsibility in our development of light, quiet, and clean high-performance electric motorbikes. Our first model, the off-road Kalk, was launched in January 2018, and has received numerous accolades, including the 2019 and 2020 Red Dot Design Award and “Best in Show” designation by several outdoor industry publications. In 2019, we launched the Kalk&, a street-legal motorcycle as well as Ösa+ and Ösa Lite, a utility platform with an integrated power station and off-road capabilities. Kalk INK debuted in March 2020 with the street legal Kalk INK SL entering the line in April 2020. 

With headquarters in Sweden, and with offices in USA, Austria and Taiwan, and with customers all over the world, we are a truly global company with ambitious plans for the future. And what we have achieved so far is just the beginning…!

The ‘Global Quality & Technical Service Manager‘ Role

We are now looking for a Global Quality & Technical Service Manager to support our absolute ambition to consistently deliver the quality and service expected by our customers. The ownership of a CAKE bike should become an equally unforgettable experience as riding a CAKE motorbike for the first time. The Global Quality & Technical Service Manager is responsible for ensuring that we at CAKE have the best quality procedures and controls in our operations, and that customers are served with a best-in-class experience in terms of care and interaction, level of expertise, and speed in all technical and service aspects.

In this exciting role, you will initially be working hands-on to review and improve existing quality assurance procedures from product development to customer delivery. In addition, you will ensure customers in the field are properly serviced, and that needed inputs are provided to the Product Development and Operations functions.

Gradually and over time, the role will expand to include building the structure and organization to proactively manage all quality related matters at CAKE globally, and to provide world-class technical service to our customers, including but not limited to establishing regional service partners, setting up customer self-service functions, and providing internal and external training, education and support.

To succeed in the role, you will need to be highly flexible and versatile, with an ability to handle both hands-on tasks as well as having a business/strategic mindset. You also need to be used to and enjoy working in a dynamic, high-paced environment. Since this role will have interactions with a variety of stakeholders, both internally and externally, you must be able to effectively and comfortably communicate both verbally and in written forms.

This position reports to our COO and is based in our HQ in Stockholm, Sweden.

Responsibilities

Short-term

  • Review existing quality assurance procedures in product development, in the supplier base, in production, and in our outbound deliveries. Identify and implement potential short-term improvements
  • Establish fast and efficient ways to collect internal and external feedback on technical challenges and product performance
  • Collect, analyze and drive needed actions to solve customer technical problems
  • Structure, filter and transfer feedback into Product Development and Operations for improvements and rectifications

Mid-term

  • Define and develop the structure and organization to build a best-in-class quality and technical service function for CAKE globally
  • In quality, develop leading quality assurance processes and standards across CAKE’s global operations, covering e.g.:
  • Design-to-quality and manufacturability in product development
  • Supplier and part qualification
  • Continuous supplier and material monitoring, including inbound controls
  • SOPs and quality checklists in production and warehouse operations
  • In technical service, define and implement the required structure to provide superior service to our customers on a global basis, including but not limited to:
  • Internal organization – resources, central vs. local responsibilities, competencies and training, etc.
  • External service network – scope of operation, locations, competencies and training, etc.
  • Customer communication methods – hotline, mail, chat, etc.
  • Customer maintenance and support – Q&As, videos, chatbots, etc.
  • Identify and establish system support for the area of responsibility
  • Define and track important KPIs for the area of responsibility

Experience and skills

  • +5 years of work experience from quality, technical and/or service roles
  • Work and/or private experience from two-wheeled vehicles
  • Work experience as team leader or manager, ideally with global responsibility
  • Hands-on approach, but with a business-driven mindset
  • Used to and enjoy working in a dynamic, fast-paced environment
  • Comfortable communicating verbally and in written form with end-customers, service partners, and internal stakeholders on all levels

Education

·    Relevant university degree or equivalent work experience

Language

  • English is mandatory
  • Swedish is a plus

PLEASE NOTE!

Only applications sent to [email protected] with the subject: “Global Quality Manager + YOUR NAME” will be evaluated. Please send in your CV and cover letter. We will continuously evaluate received applications.


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