Job Purpose: Supports HWF quality initiatives by gathering, interpreting and reporting on quality data; recommending corrective actions; troubleshooting quality issues; and managing the returns process.
Receipt & Inspection of returned goods.
Interact with dealers on a daily basis by telephone, email or face to face in the case of local dealers.
Updates or Enters Repair orders as necessary upon receipt of returned goods
Dis-assembles and recycles returned product where appropriate
Runs daily RGA report, investigates issues and conducts the daily “RGA” meetings
Processes credits within the authority limits including credit pending returns
Provides input into product design to prevent recurrence of known problems
Performs investigative data analysis to determine root cause of process quality issues
Performs 2nd level inspections on finished product as required
Troubleshooting and resolving order problems
Purges quotes as necessary
Other duties as required
Education and Experience:
Minimum - High school diploma; one year experience in a Quality Assurance role.
Preferred - Two- or four-year degree in engineering or other technical discipline.
Scope of Responsibility:
Analytical - Synthesizes complex or diverse information in solving problems.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Quality Assurance - Responds promptly to customer needs; Solicits feedback to improve service.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Demonstrates group presentation skills.
Business Acumen - Understands business implications of decisions; Displays orientation to profitability.
Diversity - Demonstrates knowledge of EEO policy; Promotes a harassment-free environment;
Ethics - Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Strategic Thinking - Develops strategies to achieve organizational goals; Identifies external threats and opportunities; Adapts strategy to changing conditions.
Knowledge, Skills and Abilities:
Ability to read and comprehend simple and technical instructions, correspondence, and memos.
Ability to write simple and technical correspondence.
Ability to effectively present information to key stakeholders, including associates at all levels of the organization, customers and clients.
Ability to perform simple and complex math functions, compute rates, ratios and percents.
Ability to draw and interpet graphs and charts.
Ability to independently interpret written, oral, diagram and other concepts where limited standardization exists.
Knowledge of MS Office and order processing systems