ABOUT THIS ROLE
You will analyse customer returned ghd tools, determine root cause and failure modes, and translate findings into clear corrective actions. You will work closely with Quality, Product Lifecycle Management (PLM), R&D, Manufacturing and Change Management to prioritise improvements, raise change requests and track outcomes. This is a hands-on role based in our Cambridge R&D centre, with access to test equipment and product experts.
LOCATION
This role will be based in our Cambridge R&D facility.
JOB ROLE AND RESPONSIBILITIES
Receive, triage and inspect customer returned products, confirming reported symptoms and return reasons.
Dismantle products safely and carry out structured fault finding using visual inspection, measurement and functional tests.
Identify root cause and contributing factors, distinguishing design, component, manufacturing and customer misuse drivers.
Extract, interpret and summarise device usage logs where available.
Record findings in the returns database with high data quality, including part identifiers, photos and evidence.
Produce regular trend reports and early warning indicators for new failure modes, with focus on new product introductions (first 6 months post-launch).
Work with Quality, PLM, R&D and Change Management to define corrective actions, support change requests, and track implementation and verification.
Support Manufacturing and Supplier Quality teams with evidence packs, samples and feedback to prevent recurrence.
Maintain controlled and safe working practices (ESD, electrical safety, safe dismantling) and keep diagnostic equipment fit for use.
Improve the returns analysis workflow, test methods and knowledge base to increase throughput and consistency.
REQUIREMENTS
Essential:
Basic understanding of electronics, electromechanics and electrical safety.
Hands-on fault finding and disassembly skills on electrical consumer products (or equivalent practical training).
Able to follow a structured investigation process and document evidence clearly and accurately.
A naturally inquisitive mindset when assisting with fault‑finding tasks, to understand how equipment has been used, installed, and use this curiosity to explore possible causes of faults.
Confident using Microsoft Office and structured data entry tools (e.g., Access or similar).
High attention to detail and able to complete repetitive work accurately at pace.
Clear written and verbal communication, able to present findings and recommendations.
Self-motivated, able to work with minimal supervision and manage workload against throughput targets.
Desirable:
Qualification (apprenticeship, HNC/HND, diploma or degree) in electronics, mechanical engineering, mechatronics or similar.
Experience extracting and analysing device logs, firmware data or using diagnostic software tools.
Experience with structured problem-solving methods (5 Whys, 8D) and basic change control.
Experience in an R&D test environment or consumer electronics manufacturing environment.
Lean Six Sigma awareness.
Full clean driving licence.
WHO ARE WE?
Iconic British brand ghd is a global leader in high end professional hair styling tools and the UK's number one recommended styling brand. Loved by stylists and consumers, loved by press, and loved by the people that work for the brand
Merging science and innovation, with luxury beauty and style; ghd combines cutting edge technologies and beautiful designs to create the most technically advanced hair tools in the world.
Developed by leading scientists and engineers in the dedicated ghd R&D laboratories in Cambridge, ghd tools deliver "safer for hair" heat styling that have become an essential part of the daily lives of professional hair stylists and consumers globally.
Renowned for game changing innovation and superior performance, at ghd we are on a mission to transform lives with the power of a good hair day
VALUES
We at ghd are proudly committed to our Company Values and aim to attract and retain employees who live our Values.
Collaborative – We work together to create the extraordinary.
Creative – We foster creativity & excellence to create value for our brands and business.
Courageous – We are agile, entrepreneurial & we own our future.
Connected – We stay connected and ensure we are always consumer first.
Committed – We are responsible for our impact on other & the planet.
Notice to Employment businesses/ Agencies.
ghd does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. ghd shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.