JOB TITLE: Field Quality Technician
Job Code: HRL214
Pay Grade/Code: 6H
Club Car boasts a 60+ year history of industry-leading innovation and design, initially focused on golf cars and then expanding to commercial utility vehicles and personal-use transportation.
GENERAL JOB DESCRIPTION
The Field Quality Technician will ensure accurate tracking and reporting of warranty claims and customer complaints to drive cost reduction and improve customer satisfaction. Document corrective actions pertaining to customer issues and track effectiveness. Gather and analyze failure data to drive continuous improvement activities with Club Car engineering, manufacturing, Customer Quality and Warranty teams.
ESSENTIAL JOB FUNCTIONS
- Responsible for collection, analysis, and reporting of Key Performance Indicators (KPI’s) for Warranty.
- Maintain Warranty Improvement Roadmaps to improve customer experience and meet business objectives.
- Coordinate with warranty team to retrieve parts that failed in the field, as required.
- Track Corrective Action status for emerging customer issues. Track effectiveness of countermeasures in Improvement Roadmap.
- Engage in regular review meetings to communicate status of top field quality issues and escalate when progress is not meeting expectations.
- Support reliability risk predictions based on warranty data analysis and statistical modelling.
- Undertake training, when identified, to improve business capability and allow for changes in technology and quality requirements.
- Quality team expert in Tavant, EtQ, and other Club Car data systems that support field quality data analysis and reporting.
- Travel to customer locations as required.
EDUCATION, EXPERIENCE & SKILLS
Education:
- Bachelor’s degree in technical engineering or equivalent.
Experience:
- 2+ years in a customer quality or service role and 2+ years in data analytics
- Ability to use basic Metrology equipment and hand tools.
- Familiarity and understanding of ISO 9001 and IATF 16949 Quality Management Systems.
- Familiarity with warranty claim systems.
- Experience with CQI-14
Skills:
- Excellent computer skills in Microsoft software programs, database programs, etc.
- Ability to follow written and oral instructions.
- General understanding of tolerance stack up analysis and layout.
- Ability to read & interpret GD&T drawings.
- Strong analytical skills
- Strong written and verbal communication.
- Able to make timely decisions in stressful situations.
- Demonstrated ability to work with all levels of management.
SCOPE OF ROLE
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Direct Reports Job Title(s): | | Management Level (full or partial): | |
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PHYSICAL REQUIREMENTS
- Work requires periodic stooping/bending and frequent walking/standing throughout the day.
- Requires occasional lifting of objects less than 25 pounds and of objects 25 to 50 pounds.
- Work involves activities that require special safety precautions, e.g., working around moving parts, machines, or vehicles.
- Requires use of personal protective equipment.
Club Car is a diverse and inclusive environment. We are an equal employment opportunity employer, dedicated to hiring a diverse workforce including individuals with disabilities and United States qualified protected veterans.
Discrimination of any type will not be tolerated at Club Car.
