Product Quality Specialist

Reports to Title:

Head of NA Product Quality

Department/Division:

Product Quality North America

Primary Work Location:

Bloomington, MN OR Chicago, IL

Position Overview

As a member of the North America Product Quality Team, you will investigate, diagnose, and analyze product HW, SW and system complaints and returns to solve customer problems and gain insights for driving product improvements and the reduction of cost of poor quality.

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Solve customer problems through investigations of customer complaint cases and product returns.
• Use hands-on troubleshooting, data-driven insights, product information and structured problem-solving methods to understand and verify reported symptoms, issues, and alleged product deficiencies.
• Troubleshoot technical problems at a system level across hardware, software, and system components and provide structured insight to drive product and customer quality improvements.
• Manage and update complaint cases in Salesforce.com and utilize GN Hearing’s ERP system and other available systems and tools for tracking and reporting on customer complaint and product return data.
• Work across functions including Sales, Ops, RDC, Global PQ, and NA customer-facing teams to understand, investigate and resolve customer complaint issues.
• Contribute to product quality related process and tool development and implementation
• Participant in the Quality Complaint Trending meetings
• Create and communicate knowledge articles to support customer-facing teams in helping mitigate and solve customer problems.
• Support reduction in regional complaints, service, and credit returns

Competencies (Knowledge and Skills needed for this position.)

• Customer focused, passionate & purpose driven
• Strong critical thinking and problem-solving skills; data analysis experience highly preferred.
• Analytical and pragmatic with a strong ability to identify and drive quality improvements through data driven and fact-based approaches.
• Excellent oral and written communication skills, interpersonal skills, and stakeholder management skills
• Ability to work well and engage with others in a team environment, as well as independently
• Self-driven, curious minded, goes beyond expectations and has a “can do” attitude and entrepreneurial spirit.
• Ability to work as needed under high pressure and tight deadlines, excellent time management skills
• Highly organized and results driven

Desired Qualifications

Required Education (if necessary):

Associate’s or Bachelor’s degree in engineering or technical discipline or equivalent work experience

Required Experience (if necessary):

• 2+ yrs experience in Quality, R&D or Operations functions troubleshooting technical issues and problem solving in software and electronic product systems
• Hands-on experience working with product quality complaints for electronics products and systems

Preferred Experience (if necessary):

• 1+ years of experience working in an FDA Regulated Environment
• Understanding of operations and R&D processes in electronics and/or medical device industry
• Strong knowledge of Microsoft Office: Excel, Word and Power Point, Outlook
• Knowledge of Salesforce and ERP systems

Direct reports:

N/A
 

Indirect reports:

N/A

Working Environment:

Manufacturing facility and office environment

Hybrid/Remote Eligible

Physical Demands:

Sitting, standing, lifting, bending, reaching, no more than 20 lbs.
 

Position Type and Expected Hours of Work:

Full-time position + Monday-Friday

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