About This Role
Working to improve the quality of customer experience for equipment platforms is the main focus of this engineering role. The Field Quality Engineer will lead and facilitate quality activities, bringing together customer feedback and internal teams to define projects for improvement. This role will coordinate information from various teams to specify elements to be fixed or changed, enhancing overall customer satisfaction.
Responsibilities
- Provide Field Quality leadership across assigned product families, focusing on improving the customer quality experience across the assigned equipment portfolio
- Provide data and impact analysis of improvement opportunities to leadership for project formation and resourcing, including actively tracking metrics to quantify effectiveness and accountability for converting opportunities to tangible customer benefits
- Interact with customers, execute site visits, gather information, and provide appropriate responses to direct customers of the equipment portfolio to remedy customer issues, including customer research and investigations to understand root cause and calculate benefits for quality improvements
- Partner with Field Technical team members to develop effective communication strategies that allow JCI to focus on critical improvement deliverables
- Develop a clearly defined project pipeline with priorities in place to deliver maximum benefit to customers and the SBU
- Provide leadership with data and tools to quantify and champion impactful quality improvement projects
- Develop a strong understanding of customer perception/experience as it relates to equipment performance and Critical To Quality (CTQ) elements
- Provide field facing data analysis to facilitate supplier, reliability, and other quality improvements into existing processes
Requirements
- Bachelor’s degree in engineering, management or related discipline
- 5+ years of experience in quality in a low volume, high mix manufacturing environment
- Excellent interpersonal skills, with demonstrated success in professional customer and supplier interaction
- Ability to travel up to 50% with some peaks at higher levels
- Solid interpersonal skills with the ability to influence and motivate associates and to interact with various departments throughout the organization
- Team oriented proactive change agent with a hands-on, collaborative approach in implementing and maintaining operating disciplines while leveraging lean methodologies
- Project management and planning tools, including monitoring of project activities and project trackers via relevant IT tools
- Strong background in quality tools such as problem solving (9S/8D), strategy or A3 methodologies, FMEA, NCR, Deviations, CAPA
- Preferred to have data analysis background (MS Excel/Power-Bi or similar)
