CAD-IT are seeking a Lead Engineer to join the Aftersales Problem Solving team providing technical support and assistance to a top automotive OEM worldwide dealer network.
Role Objectives
* This role carries significant responsibility for coordinating processes that enable the identification, prioritisation, definition, and effective handover of issues reported from the field
* Defining metrics, processes, and systems necessary to ensure the efficient and effective identification of issues arising from the field are also a key part of the role
* Serving as the voice of the customer, the Lead Engineer is responsible for ensuring that key field issues are successfully pursued to resolution. You will also hold accountability for making critical decisions regarding the need for Field Service Actions.
* Responsibility for defining and preparing reporting of field issue metrics to senior management level. Key Responsibilities & Tasks
* Lead the processing of incoming field reports from the global dealer network; define the processes and systems used and manage day-to-day operations of incoming field reports such as Product Defect Reports (PDRs) and PDI and Warranty data
* Identification and prioritisation of key field issues to escalate based on customer impact, vehicle downtime and warranty cost through data driven approach.
* Oversee successful definition, handover and acceptance of field/customer issues through to resolution
* Lead or support cross function problem solving teams and ensure field issues are resolved by the business in a timely fashion and appropriately escalate substandard progress
* Define and produce key metrics to report the key field issues and customer impact through regular reporting.
* Represent Aftersales and Voice-of-Customer in cross functional forums up to Quality Committee
* Responsible for verifying resolution of field issues is successful (reporting of VIN breaches)
* Identification and appropriate escalation of urgent, critical issues reported from field reports
* Represent Aftersales in Technical Review Group (TRG) meetings
* Decide or make recommendation on the need to conduct Field Service Actions to improve customer satisfaction and reduce warranty spend.
* Monitor, report and drive completion of active Field Service Actions
* Act as conduit for collating regional field feedback and ensuring issue resolution status is fed back to the Regions.
Who We’re Looking For
Qualifications and Experience
* Self-motivated and organised, with a high attention to detail. Committed to consistently producing excellent quality work on time and on budget.
* Leadership skills, able to negotiate and influence others. Proven ability to lead own team or crossfunctional teams
* In-depth understanding of the cost of quality
* Qualified to degree level in Engineering or equivalent
* In-Depth experience of problem-solving
* Detailed understanding of Quality Control systems
* Previous substantial experience in Aftersales, Quality or Production (preferably automotive/OEM).
* Experience of inspection operations.
* Knowledge of Quality tools and processes is essential.
* Proficient with lean manufacturing methods and techniques
* A full clean driving license
* Required Skills:
* Advanced data analysis (statistical data)
* Root cause analysis activities including 8D-analysis.
* Strong computer & IT literacy
* Excellent written and verbal communication skills
* High level presentation skills, presenting to senior management level
* Personal attributes:
* Align with the core values of Unity, Trust, Openness, Ownership & Courage
* Excellent interpersonal skills, with the ability to lead and motivate teams to achieve objectives.
* Structured, organised and logical in approach.
* Flexibility to operate within ‘Working time flexibility’
* Ability to travel if required from time to time to visit client sites.
Why CAD-IT?
* We are a software sales and consulting company focusing primarily on industrial aftermarket, Service Lifecycle Management (SLM), Industrial IoT and Augmented Reality application in Service.
* We are global partners with Siemens providing Service Business Strategy consultancy and support, Industry 4.0 for Service, outsourced technical publications support and digital transformation to industries globally.
* We are passionate about innovation and work collaboratively to give our very best to our staff and customers. Job satisfaction, wellbeing and career progression are top of our list for our employees. Joining our dynamic, ambitious and friendly team you’ll be empowered to fulfil your potential and be part of an inclusive culture that values diversity and rewards innovation, hard work, integrity, and merit.
* We have an excellent Company Benefits package that focuses on employee reward and wellbeing:
* Private Medical Insurance
* Company pension
* 25 days annual leave + bank holidays
* Enhanced maternity pay
Job Features
Job Title
Lead Engineer Aftersales Problem Solving
UK:
Registered Office:
3 Brunel Close
Drayton Fields Industrial Estate
Daventry
NN11 8RB
Tel: +44 1785 847 066
USA & Canada:
Registered Office:
CAD-IT Inc
160 Mine Lake CT STE 200
Raleigh,
NC 27615-6417
Tel: +1 919-882-2045
Correspondence
Address:
8601 Six Forks Road
Suite 400
Raleigh
North Carolina 27615
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