Warranty and Concerns Specialist

4 weeks ago


Erie, Pennsylvania, United States Search Solution Group Full time
Job Summary

We are seeking a highly skilled and experienced Warranty and Concerns Administrator to join our team at Search Solution Group. The successful candidate will be responsible for leading warranty and other field concerns, including RMA's and Customer Concerns Database. This role requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills.

Key Responsibilities
  • Lead warranty and other field concerns, including RMA's and Customer Concerns Database.
  • Maintain the integrity and process of the RMA system to ensure effective closure and streamline current RMA return flow.
  • Travel to manufacturing plants to assist with the analysis of field/warranty failures and work with engineering and manufacturing personnel to drive improvements.
  • Perform trend analysis of warranty data and prepare monthly reporting of warranty data for top management.
  • Maintain customer PPM database and customer score cards, and provide a summary of part number specific issues to manufacturing plants.
  • Publish Cost of Poor-Quality data and a summary of customer data/information as required.
  • Maintain/Facilitate purchased part rejection data and assist with driving resolutions.
  • Act as liaison between customers and company, maintaining customer communication via portals and traveling to customer locations to resolve concerns as required.
  • Build and maintain customer relationships, responding timely to customers related to concerns, customer quality measures, and submission of PPAP's.
  • Support the development of quality specifications, instructions, and procedures, and monitor their effectiveness.
  • Monitor customer specific requirements and communicate updates and changes as necessary.
  • Assist with QMS audits to present customer performance data.
  • Comply with the Technology Control Plan and the Federal Export Control Policy established for the Corporation.
  • Control quality documents and web updates.
Requirements
  • 4-year engineering degree preferred but not required.
  • Strong understanding of our products.
  • Knowledge of various processes.
  • 3 to 5 years of related experience, including direct customer contact at all levels (OE level preferred).
  • Excellent people skills, including the ability to interact with all levels of the Clarience Technology organization.
  • Strong analytical and problem-solving skills, including experience with QRQC, Six Sigma, 8 D.
  • Strong Excel and Minitab experience.
  • Proven ability to meet quick deadlines.
  • Thorough understanding of the seven principles of quality management, four types of Quality Control, and three types of quality inspections.
  • Proficient with Microsoft Office Suite.
  • Proficient with J.D. Edwards or another enterprise resource planning platform.


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