Quality
Primary and Secondary duties:
Responsible for interactions with the global Technical Support teams and brand organizations (Regions, Area’s, Branches, markets, and Importers):
- Provide answers / resolutions to technical questions (ASIST, phone, personal contacts, market visits)
- Responsible for producing all technical information for the field for their Product Line (inc. PIP (Campaign), Service Bulletins and SNU) also covering development and validation of rework instructions.
- Responsible for creating, maintaining, and updating PB masters to provide the latest information regarding open issues to the Technical Support and Field Service teams.
- Visit the field to; investigate specific concerns by collecting technical data, understand the local market requirements, promote the company’s customer driven image and boost customer satisfaction and loyalty.
- Be the Quality representative to support the markets by providing in-depth technical feedback for meetings with the brands, dealers, importers, and customers.
- Prepare and present detailed technical feedback on product improvements and open concerns at regular technical update conferences.
- Assess, validate, and approve the KOR requests from all markets (STS).
- Organize failed parts recall to the partners for root cause investigation.
Interactions with the internal departments (Product Platforms, Engineering, Manufacturing, Spare Parts, Warranty, Technical Publications, and Training):
- Represent the marketplace and the voice of the customer during CPM activities (Early Warning and Current Product Management (CPM).
- Identify emerging concerns from the field, gather supporting information, consolidate and escalate.
- Play a central role in the collection of data to diagnosis and define new CPM profiles (including in-field investigation) to ensure efficient and effective problem resolution.
- Assist in the development and validation of containment and fix actions.
- As a key member of the Early Warning Team, closely monitor the performance of new products in the field, escalating new issues when necessary to ensure they are actioned within a short timeframe.
- Identify Product Improvement Programs (PIPs) required in the field and present them to the CPM team.
- Create PIP bulletins and monitor the launch in conjunction with Spare Parts and Warranty.
- Organize the installation of Items on Test and feedback the results to CPM Team.
- Represent the customer in product development activities with engineering and the Product Platforms.
- Escalate legal and safety issues to and discuss with the Product Safety Committee.
- Support Technical Publications with product specific knowledge and experience assisting with development of the Service and Operator’s manuals.
- Support the spare parts organization with product knowledge and technical parts support.
· Manage the Recall of failed components for further investigation with CPM team
Education/Qualifications (Min): Graduate Mechanical Engineer
Essential experience and skills:
1. 10-15 years of experience in Agricultural / Off-highway/ Automotive/ Industrial industry preferred.
- Expertise diagnostic & root Couse analysis in TIER 4 engine, TCU, EDC, onboard diagnosis system.
- Expertise in problem-Solving processes and methods on the electronic engine, transmission, hydraulics- through “on board diagnostic” through HH Menu & EST.
4. Excellent knowledge of the electrical & hydraulics schematics.
5. Expertise in trouble shouting and problem solving in vehicle- Hydraulics, transmission, electrical, electronics.
6. Familiar with Teamcenter and Teamcenter Vis mockup
