Description
The Technical Support Quality Coordinator is responsible for facilitating the resolution of quality issues (QIs) which result from application error, design flaw, and/or manufacturing defect. While collaborating with customers, Technical Support, Field Service, and/or other MULTIVAC departments, this position will audit quality reports to confirm accuracy of their technical details and legitimacy of claims utilizing technical knowledge of MULTIVAC products as well as resources contained in the ERP system.
As a liaison to MULTIVAC manufacturing facilities, the Technical Support Quality Coordinator will communicate daily updates on resolutions to all necessary parties, obtain and relay information requested for further root cause diagnosis, and coordinate support for Field Service when applicable. This position is responsible for managing administrative tasks and processes which allows them to efficiently track quality issues until the reclamation of a solution or closure of a QI occurs.
Essential Duties and Responsibilities
- Investigate quality report technical details for accuracy by utilizing machine documentation and all other available resources.
- Use critical thinking and electrical, mechanical, and control systems knowledge to evaluate the legitimacy of quality claims to prevent ineligible issues from entering the QI system.
- Obtain additional technical information through conversations and inquiries to Field Service and Technical Support as required to complete the quality report vetting process.
- Manage administrative tasks required to maintain a robust QI tracking system and ensure that all critical steps are completed consistently.
- Provide timely feedback to internal customers when QI updates become available.
- Work with Technical Support Specialists to identify, deploy, and track any specific QI resolutions that affect multiple machines.
- Collaborate with members of the Customer Service department as necessary to continually develop the efficiency and accuracy of the QI process.
- Develop repeatable SOPs for the QI process to be utilized for cross-training and backup support.
- Provide activity reports to management at assigned intervals.
- Self-assess technical knowledge and obtain recurrent training as necessary.
- May be assigned additional duties to include administration of various other Technical Support functions as deemed appropriate and necessary.
Qualifications
Education/Experience: Associate's degree in technical discipline or related field and two years in a technically related field; or equivalent combination of education and experience. MUST be able to read and interpret electrical schematics, engineering drawings, manufacturer’s specifications/manuals and provide feedback on how to troubleshoot complex issues.
Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or associates of the organization.
Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills: To perform this job successfully, an individual should be proficient in MS Office, particularly Word and Excel. Working knowledge of ERP systems, database software, and contact management systems also required.
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