Warranty and CAPA specialist

BASIC FUNCTIONS

Plan and coordinate the activities for the customer complaint process, improving product quality, and reducing variation in the final product. 

II. ESSENTIAL FUNCTIONS

1. Control and maintain the customer complaint system and track the warranty claims so that Achilles can identify and address the main quality issues. 

2. Responsible for screening and approving the customer complaints, coordinating the RMA process, evaluating the RMA material, and answering the customer SCAR’s and non-conformance reports. 

3. Communicate the warranty complaints and trends to the factory staff and crews. This communication shall be completed in a timely manner so that the factory staff can put in immediate short-term steps to improve quality. 

4. Plan and coordinate the root cause investigations and CAPA implementation process at Achilles. This includes creating and maintaining the WI documentation and conducting training for other Achilles team members. 

5. Coordinate and drive the evaluation of data and processes through statistical analysis methods and techniques like Six sigma and lean manufacturing and report the finding to management. 

6. Devise procedures and develop forms and instructions for recording, evaluating and reporting quality and reliability data.

7. Develop and implement methods and procedures for disposition of discrepant material and devise strategies to assess cost and responsibility.

8. Coordinate and drive measurement and testing of products and tabulation of data concerning materials, products, or process quality and reliability.

9. Verifies, confirms, and corrects the validity, accuracy, reliability, and conformance of results to establishment standards.

10. May visit customers to investigate complaints/educate customers on material parameters.

11. Interfaces with customers, BDMs, and the factory staff to solve quality issues and to complete root cause investigation and corrective action implementations. This could include creating work instructions or documentation for any part of the process. 

12. Various other duties and responsibilities as assigned.