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Warranty Engineer
Sensata Technologies
Aguascalientes, Mexico
Posted on Dec 6, 2024
The Warranty Engineer will act as the main point of contact for internal and external stakeholders regarding warranty issues. They will support the following processes aligned with business goals:
• Facilitate and monitor warranty return activity and communicate the results to the customer in a timely manner.
• Engage with cross functional teams to identify root cause and corrective actions using quality problem solving tools resulting in decreased costs and increased customer satisfaction.
• Facilitate and monitor warranty return activity and communicate the results to the customer in a timely manner.
• Engage with cross functional teams to identify root cause and corrective actions using quality problem solving tools resulting in decreased costs and increased customer satisfaction.
RESPONSIBILITIES:
- Monitor and track customer warranty claims for failure mode, responsibility and resolution to reduce top issues.
- Drive action plan by collaborating with the responsible teams (supplier, design, manufacturing) utilizing 8D methodology.
- Present investigation reports to bring warranty topics to closure with customers.
- Participate in evaluating performance trends and claim data analysis to identify top warranty concerns, detect new emerging issues and make informed decisions on where to focus problem solving efforts.
- Ensure lessons learned are captured and communicated across all product/customer platforms and captured on new projects (DFMEAs/PFMEAs)
- Assist in managing Key Performance Indicators and escalate as required to the Warranty Manager.
- Support with chargeback validations and disputes as required.
- Lead internal warranty audits to verify corrective action effectiveness and align with customer requirements.
- Monitor customer websites to stay updated on any new changes to warranty requirements.
REQUIREMENTS:
- B.S. degree or above, majoring in Engineering or equivalent discipline.
- Minimum of 3-5 Years of working experience in Automotive warranty / quality / manufacturing functions.
- Knowledge of Quality Systems (ISO 9000 / TS16949 / VDA 6.3).
- Understanding of AIAG manual: APQP, PFMEA, MSA, PPAP and SPC.
- Strong communication skills.
- Experience in process / product engineering.
- Experience with customer warranty portals for data gathering.
- Experience with customers establishing technical factors and claim disputes.
- Negotiation skills to manage responses to customer claims effectively and maintain strong customer relationships.
- Must be able to coordinate with cross functional roles internally such as sales, finance, engineering etc. to properly coordinate claim responses, reserves and payments.
- Ability to develop unique, differentiated solutions to complex problems – strong problem-solving skills (8D/5Why/Is/Is-not/Fishbone/Minitab/Lessons Learned)
- Understanding of Lean Manufacturing.
- Proficient in English: reading, writing, and speaking.
Functional Competencies:
- Warranty Leadership: Warranty Leadership is the knowledge of customer warranty management systems and support practices. This competency includes the ability to effectively and efficiently assess warranty performance, set strategy aligned with the business and use metrics to drive continual improvements.
- Advance Quality Tools & Techniques: The knowledge of a wide range of problem-solving tools and methods, including statistics, combined with the ability to select and apply them to make data-based decisions to sustain higher levels of process or product quality.
- External / Customer Requirements: The competency of knowledge, practice and application of International Certification Bodies, Industry specific Regulatory Authorities and Customers contractually specified Warranty Requirements.
- Time Management: The discipline of initiating, planning, executing, controlling, and closing the work of a team to achieve specific goals and meet specific success criteria at the specified time.
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