You will be responsible for managing the quality/sustaining areas of products after commercial launch. Will interface with customers to manage all logging and tracking of issues including necessary software fixes, problems resulting from after market accessories, design problems, etc. Will define and implement processes for resolving issues and will be responsible for driving necessary resources for successful completion of resolution.
Essential Duties and Responsibilities:
Interacts with all levels within organization and within customer organizations to identify and track product issues.
Responsible for sustaining quality of post launch products through driving resources toward effective resolution of product failures or issues.
Tracks performance of products by utilizing project management tools, methods, and scheduling.
Creates processes and procedures to ensure and expedite resolution of product issues.
Manages processes established by driving resources to ensure that quality of products are sustained.
Background/Experience:
Bachelors Degree, from an accredited college or university, or equivalent work experience in the telecommunications industry.
Should have a minimum of 3~5 years experience in a quality or wireless telecommunications position and long-term customer contact and relationship building.
Must have experience setting up Quality/Sustaining engineering processes and procedures.
Previous experience with OEM handset products, a combination of CDMA and GSM, and project/product management skills.
Experience researching and resolving customer technical complaints and issues.
Necessary Skills/Attributes:
Develop and maintain excellent working relationships with all assigned levels within and outside the company. • Plan, organize and prioritize multiple complex assignments and projects.
Read and interpret detailed and complex customer requirements.
Demonstrated competency in both oral and written communication modes for both internal and external personnel at various levels, especially in sales and marketing, logistical or financial areas of clients, prospects, and SEA.
Work independently and in a team environment, in order to achieve personal and team goals and complete assignments within established time frames.
The position requires the ability to perform the essential duties and responsibilities in the following environment:
Operate a computer keyboard and view a video display terminal more than 25% of work time.
Lift, move, or adjust general office equipment, boxes of marketing presentation or media materials using proper materials handling equipment and procedures.
Physically make product marketing presentations or demonstrations to customers, internal and external groups using verbal and graphics communication modes.
Travel to customer locations, trade shows, etc. requires maximum 30% of the time.
Occasionally work additional hours beyond normal schedule.