Field Quality Manager

Job TitleField Quality Manager

Job Description

Your Responsibilities

Each hue product is a complete system in essence. Although a lamp and bridge may be the only physical product that will be acquired by a customer, the meet hue portal and the various apps complete the system. The total system is therefore a combination of various HW and SW components that work seamlessly together. Hereby Quality is a very important aspect. As a Field Quality Manager you are responsible for leading and managing the quality transformation improving product Quality and customer satisfaction. You deeply analyze and report the system issues coming from our consumers and develop/improve data analysis tools for monitoring and assessing product field performance and you ensure field experience & lessons learned are fed back to the organization and used to increase Q mindset.

  • Drives complaint resolution process for escalated complex complaints on
  • Analyze field return levels, compare to predicted levels and drives communication protocols
  • Drives CAPA/8D process to ensure on time completion of the improvement
  • Realizes external CoNQ targets
  • Increases Customer Satisfaction by defining improvement product performance projects, and act as gatekeeper on milestone decisions and change request proposals
  • Drives complaint resolution Business Escalated Complaints (Third Line)
  • Drives feedback loops to E2E value chain to increase customer satisfaction
  • Manages & develops capabilities of Field Quality Engineers to required level
  • Manage training for Customer care & contact centers for his business

We are looking for:

The candidate that we are looking for obviously has a big passion for content! You are content minded and you love to talk about content and share this with others. Our ideal candidate has:

  • HBO level in electronics or Computer Science
  • Ability to analyze components and system
  • Knowledge of HW and SW, and HW-SW interactions in design and testing
  • Knowledge of Networking and Network infrastructure design and analysis
  • Capability to design and execute HW testing solutions
  • Capability to develop, design and implement SW driven testing, test-suites and test applications for routine test-tasks
  • Capability to work with product owners and architects on new solutions for cross-functional and integral system testing
  • Self propelling and eager to learn in a dynamic environment
  • Structured and well documented approach in analysis and reporting
  • Independent and accurate working mentality
  • Knowledge of Excel, office and data analysis
  • Sufficiently proficient in English
  • Team player
  • Capability to adapt to a fast-changing multi discipline environment

#LI-JC1


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