Senior Field Quality Engineer

Job TitleSenior Field Quality Engineer

Job Description

MAIN RESPONSIBILITIES

Manage the field quality issues in the following areas:

  • Complaint Management
  • Arrange timely support for new customer complaints and returns from Call Centers;
  • Capture new failure mode and drive for improvement in first time;
  • Regular review field return results with Customer Care Organizations or Call Centers;
  • Inform/train Customer Care colleagues/Call Centers in analyzing product failures and the improvements their feedbacks/suggestions to customers;
  • Assure customer satisfaction via a chain of organizations to cooperate together in case of customer complaints;
  • Technical analysis of field returns
  • Structurally analyze field returned products to identify the root cause of the failure;
  • Cooperate with the development team to understand the root cause and find the solution to prevent same issues again;
  • Clearly document the technical analyze results in order to share with the development teams;
  • Continuous improvement
  • Efficiently analyze field returns to identify root cause in order to improve our products. Use this information to strengthen the knowledge internal LED Lamps and in the Customer Care organizations or Call Centers;
  • Summarize field returns and share to development team regularly to ensure development efforts on top issues;

REQUIREMENTS

  • Bachelor Degree or higher
  • Experience: 6 years in engineering, quality or customer service
  • Good understanding of light sources & electronics circuit and its application
  • Good technical analyzing skills and structured way of working
  • Good in English communication, both verbal and in writing
  • Preferably strong background in electronics and software
  • Customer oriented

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