Drive quality improvements in terms of products and services. Monitor the execution of services (Maintenance (PM, CM), Startups, Commissioning, etc.) performed at Customer sites, according to Vertiv standards through an audit program. Lead Corrective and Preventive Actions (CAPA) for service process problems. Support Customer experience post shipment. Provide direction and support for implementation and continue use of tools and methods utilized in the improvement of process reliability of service. Lead implementation and apply advanced quality processes, methods, and tools for all new product development programs. Develop and report critical product and service metrics for warranty, service and reliability tracking and projections. Effectively work across all product development areas in the company to drive and sustain a strong quality culture across the overall organization.
RESPONSIBILITIES
Monitor the execution and compliance of field services through an audit and corrective action program.
Determine the data driven top customer field issues list, verify an owner is assigned and status is reported weekly.
Lead cross-functional teams to implement corrective actions through problem solving process. Evaluate completed corrective actions and ensure effectiveness of actions. Recommend appropriate remedial activities.
Visit customers to proactively see installations and document improvement needs. Visit customers to understand the nature of the issue and get definite corrective action initiated in the organization.
Track shipments of new products, Pareto and report issues and assist in assigning ownership to the problems.
Support product transfer process and assist with product audit feedback and early field issue reporting.
Present reports to the organization regarding Quality performance. Present status updates on various quality initiatives.
Develop 8D and Customer reports on reported issues. Communicate internally and externally the outcomes of investigations. Work with internal teams, including Engineering, Service, Manufacturing/Operations, Sales, Offering Management, and Supplier Quality to resolve quality issues impacting customers.
Execute Quality Engineering responsibilities on New Product Development projects, participating in New Product Development Process (NPDP) teams, tracking issues, and ensuring effective resolution. Ensure risk management plans are in place when issues are identified.
Create analytic reporting around warranty data for LATAM's LOB using Use Excel, SQL, and Power BI
Support Warranty administration as needed
Other Duties as assigned
QUALIFICATIONS
Minimum 3 years of experience
Excellent communication skills, both written and verbal
Excellent organizational, analytical, and interpersonal skills
Ability to work and multi-task in a fast-paced environment
Proficient in data analysis; ability to develop performance metrics and goals based on product and process data
Generate and present reports using Excel, PowerPoint and Vertiv system applications
Direct and relative experience conducting Root Causes and Correct Actions using 8D problem solving or similar techniques
Knowledge of Failure Modes and Effects Analysis (FMEA)
Process evaluation and capability analysis - Six Sigma (DAMIC) experience a plus
Knowledge in electrical, mechanical and firmware design and development, reliability, and test validation
Experience in product development cycle processes including production release, supplier qualification requirements, production qualification / validation processes and production testing
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