Field Concerns and Warranty Coordinator

2 weeks ago


Erie, Pennsylvania, United States Search Solution Group Full time

Key Responsibilities:

Embrace our organizational culture, mission, values, and established policies.

Curiosity: Seek innovative solutions as a proactive problem solver.

Leadership: Take initiative and drive transformative changes.

Enthusiasm: Exhibit motivation and passion in your role.

Accountability: Honor commitments and act with integrity.

Respect: Engage in inclusive, open, and honest communication.

Core Duties Include:

Oversee warranty issues and field-related concerns, including managing the RMA system and the Customer Concerns Database. Ensure the RMA process is efficient and effective, maintaining its integrity for timely resolutions. Collaborate with manufacturing facilities to analyze warranty failures and drive improvements.

Conduct trend analysis on warranty data and prepare monthly reports, presenting summaries to senior management.

Maintain customer PPM databases and scorecards, providing detailed insights on specific part number issues to manufacturing teams.

Publish reports on the Cost of Poor Quality and summarize customer data as needed.

Manage purchased part rejection data and assist in resolving related issues.

Act as a liaison between clients and the organization, maintaining communication through various channels and visiting client sites to address concerns. Build and nurture customer relationships by responding promptly to inquiries regarding quality measures and submissions.

Support the development of quality specifications, instructions, and procedures, monitoring their effectiveness and recommending improvements.

Stay informed on customer-specific requirements, communicating any updates or changes as necessary.

Assist with Quality Management System audits by presenting customer performance data.

This position requires adherence to the Technology Control Plan and Federal Export Control Policy established by the organization.

Education Requirements:

A four-year degree in engineering is preferred but not mandatory.

Experience Requirements:

A solid understanding of our products and processes is essential.

3 to 5 years of relevant experience, including direct customer interaction at various levels.

Exceptional interpersonal skills, capable of engaging with all levels within the organization.

Strong analytical and problem-solving abilities, with experience in QRQC, Six Sigma, and 8D methodologies.

Proficient in Excel and Minitab.

Demonstrated ability to meet tight deadlines.

Comprehensive knowledge of quality management principles, types of quality control, and inspection methods.

Proficient in Microsoft Office Suite and familiar with J.D. Edwards or similar enterprise resource planning systems.



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