| Position Description: | |||
| You will monitor and prioritize actions to address customer quality concerns from various sources, including Fleet Customer Critical issues, and Business Account Feedback. In this role, you will lead efforts to resolve quality issues related to critical metrics and leverage Connected Vehicle Data to address early issues and enhance traditional quality metrics. You'll drive investigations and actions to deliver metrics that correlate with an exceptional customer experience and support the development of a comprehensive Quality Framework for Connectivity Features. Your ability to benchmark internally and externally, establish action plans, and proactively identify solutions will be crucial in enhancing quality indicators across Connected Vehicle Features. You'll also propose methods to minimize unnecessary toil and manual work related to quality issue management, ensuring a seamless experience for our customers. | |||
| Skills Required: | |||
| Data Analysis, Connectivity, Embedded Software, Telematics, Customer Support, Cross-functional, Support Problem Tracking, Analytical skills, Business Skills, Critical Thinking, Customer Service, Data Integrity, Data/Analytics, Fleet Management | |||
| Skills Preferred: | |||
| Big Query, Benchmarking, Quality Engineer | |||
| Experience Required: | |||
| Bachelor's degree required 2+ years of experience in resolving customer quality issues 2+ years of experience in data analytics, reporting, and managing dashboards 2+ year of experience with querying and utilizing large datasets to prove/disprove theories/investigations 1+ years of experience working with cross-functional teams and engaging with stakeholders | |||
| Experience Preferred: | |||
| Bachelor's degree in Engineering, Computer Science, Information Technology, Data Science or other scientific field of study 2+ years of experience in handling Connected Vehicle related Quality concerns 1+ years of experience with JIRA Telematics, Fleet industry experience preferred Knowledge in Six-Sigma and/or Quality/Reliability tools - DoE, Taguchi Methods, FMA Green belt and/or Black belt is a plus Solid understanding of vehicle electrical architectures and components High level of interpersonal skills to effectively connect with a diverse group of people and cross functional teams Ability to respond and prioritize several demands from different teams and point of view Ability to drive Quality/Performance attitude into different levels inside the Company Maintain resilience as new tools/processes are established upon teams already working with other demands | |||
| Education Required: | |||
| Bachelor's Degree | |||
| Education Preferred: | |||
| Additional Safety Training/Licensing/Personal Protection Requirements: | |||
| Additional Information : | |||
| Become the Voice of the Customer within FPI Customer Enablement while maintaining a Customer-Centric Mentality and behavior at all times Monitor, prioritize and drive actions to address customer Quality concerns from various sources, such as: Fleet Customer Critical issues, Business Account Feedback, etc. Take a central role in resolving quality issues within respective critical metric Use Connected Vehicle Data (Leading Customer Indicators) as a real-time data source to improve upon any early issues as well as to support accurate prioritization on improving Traditional Quality Metrics Pro-Actively Drive investigations and take actions to deliver Traditional/Leading metrics that correlate to an outstanding customer experience Support creation of an up-to-date Quality Framework encompassing all Connectivity Features Ability to quickly benchmark (internally and externally) while establishing action plans on quality indicators, across all Connected Vehicle Features. Proactively identify and capture peer support to quickly solve any issues affecting customers Propose methods to reduce unnecessary toil and manual work related to quality issue management 4 days on site. |
Epitec is a leading staffing and recruiting services company with a mission to make staffing personal. We go beyond traditional hiring by truly understanding our candidates and matching them with the perfect opportunities. We offer competitive compensation, career growth, and support throughout the entire process. Working with top Fortune 500 companies, we are recognized for our excellence with numerous awards, including Best & Brightest and diversity recognitions. At Epitec, we're redefining the future of employment.