Customer Quality Engineer
6 maanden geleden
Description
HITEC Power Protection is looking for a Customer Quality Support Engineer for the Customer Quality Support department. The Customer Quality Support department supports the regional service organisations with analysing technical issues of operational UPS systems in the field. As Customer Quality Support Engineer, you are answering incoming inquiries and supporting the regional teams with solving complex field issues. You address these field issues and concerns regarding the HITEC products and services, as well as troubleshooting any technical problem. You are 3rd line support for the organization, meaning that based on your technical knowledge (i.e. electrical, mechanical or systems), you initiate the investigation process to find the root cause of the issue, when required you may become the Project Leader of the issue.
You make sure that issues are analysed, you drive RCA’s and make sure RCA reports are completed. When the root cause is found you will follow-up and write recommendations to prevent similar breakdown. If necessary, you will also prepare and launch field campaigns to improve the quality of the UPS systems in the installed base.
The Team:
The Customer Quality Support department consists of three Customer Quality Support Engineers with different background (i.e. electrical, mechanical), you all report to the Customer Quality Support Manager. The overall team is a part of the Quality, Environment, Safety and Health department.
Job objectives:
You are responsible for timely answering technical questions from the regional service teams You support the regional service teams with trouble shooting and solving technical issues You are responsible for analysing complex field issues, writing customer reports, recommendations, and field campaigns to prevent future breakdowns. You are a project leader for a team of Technical Specialists and ensure progress is being made. You conduct statistical analysis of all the reported issues. You make root cause analyses for complex breakdowns. You translate technical issues and solutions into reports for both internal and external stakeholders. You handle warranty claims in the ERP system and analyse if these warranty claims are valid. You discuss technical issues, suggestions for improvements and implementation with the relevant departments such as the Engineering department and the Regional Service.-
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