Ensure production related defects and warranty claims are resolved within agreed timescales. To effectively manage and develop HydraForce business relationships with all customers across European locations
Duties & responsibilities
* Provide management and guidance to the Warranty Department to ensure the RMA response targets are achieved.
* Develop and maintain effective relationships with Manufacturing & Production Engineers, Supply Management personnel, Quality and Warranty claims departments
* Carry out regular visits to customer production facilities for discussions with Manufacturing & Production engineers; provide prompt and effective resolution to recurring production issues.
* Provide suggestions and steps involved for solutions to ongoing production issues including possible design modifications and cost reduction opportunities as appropriate.
* Define priority of claims to be handled to satisfy customers in the best possible way
* Assist with transition of parts between prototype and production phase at the customer as required
* Participate, as required, in customer print reviews and approval
* Participate in Production Readiness Reviews
* Support PMI activities for Service (Warranty) harmonization
* Supply Management: Review quality and delivery non-conformances. Monitor and negotiate various quality metrics, for supplier performance.
* Develop and submit cost reduction ideas/suggestions to maximize margins while reducing customer overall cost
* Understanding and communicating quality requirements in accordance with the customer supplier quality manual
* Assist in resolving PPAP/ISIR questions
* Assist with returns and RGA reports to customer for line rejects, ensuring root cause analysis has been completed, using appropriate OEM problem solving techniques and/or HydraForce 8D process (TOPS), to eliminate reoccurrences
* Work with internal departments to develop accurate, timely resolution and closure of quality issues identified by the customer.
* Provide timely identification of warranty trends and prioritize efforts into reducing warranty costs
* Participate in creating design solutions to address warranty issues
* Perform warranty reviews with OEM SQA Engineer’s where required
* Ensure a timely and effective financial closure of claims
* Act as a champion for warranty projects initiated by the customer that require Application or Design Engineering support
* Works with both the OEM customer and HydraForce Sales departments in coordinating and supporting warranty agreements
Qualifications & experience
* A minimum HNC / HND in a mechanical engineering discipline is essential, with proven experience in a similar role
* Comprehensive understanding of lean manufacturing and quality tools such as 8D, TOPS, RCA
* Experienced in QMS and fully conversant with ISO 14001 & ISO 9001
* Demonstrable experience in a similar position
* Computer literate, with sound knowledge of Microsoft packages, experienced in use of MRP and Quality Control systems
* Manage, co-ordinate and oversee effective implementation of the departmental quality, environmental, health & safety needs to ensure compliance to the documented management system
Skills
* Customer focused, able to build quality related relationships at senior levels
* Excellent communication skills with the ability to express ideas, share technical information and communicate at all levels, both verbally and in writing
* A high degree of self-motivation, commitment and the ability to work unsupervised
* Ability to tackle problems creatively and achieve desired outcome in an efficient and cost effective manner
* Excellent organisational skills, with the ability to prioritise a number of activities, be able to define problems, collect data, establish facts, and draw valid conclusions
* Able to apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues
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