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Form of work
The Quality Assurance Specialist position is in our Carrollton, TX facility. This is a hybrid role.
Position Summary: The Quality Assurance Specialist performs field administration of warranty and service policies. Provides telephone support to the 4Front distribution network for troubleshooting, installation and repair of all company products both past and present. Conducts training/certification of distributor's service personnel in the installation, operation, maintenance and repair of products in the field. Prepares detailed reports and recommendations concerning product performance and failure to reduce warranty claims, service requirements, installation costs and to increase product reliability. Provides field liaison to Engineering and Production to obtain expedient corrective action of field failures.
Description of Essential Job Functions:
Technical Services
Make field trips, as necessary, to investigate and analyze installation and service problems on existing products or specific products on field test. Assist in determining reasons for problems and nature of correction. Determine obligations regarding warranties and notify management as to conditions by preparing written and/or oral reports. Make recommendations for product alternatives to reduce warranty costs.
Prepare detailed product field performance reports. Keep appropriate departments informed on product performance, field activities, etc. Correspond with customers and distributors by telephone, fax or other means as situations demand. Maintain related records and files as necessary to accomplish function.
Assist in planning, organizing and coordinating training programs for Distributor's service personnel. Conduct field/in-house training sessions. Advise customer and distributor engineering and service personnel on technical concepts and train maintenance and service crews in the installation, care, operation, and repair techniques of the product installation. Work closely with such personnel on technical matters and coordinate instructions and recommendations.
Assist with the preparation of product manuals and other pertinent literature. Compile and organize technical and operating data. May formulate and write text copy. Develops and prepares Technical Service Bulletins.
Establishes effective working relationships with customers, distributors, and their personnel to maintain the reputation of the Company and its products.
Become an expert in the operation of 4Front leveler and restraint products and dock systems - electrical, mechanical, and software. Be knowledgeable of all current 4Front products and system application rules.
Stay abreast of developments within the industry germane to the service function performed and products involved.
Recommend new products or product developments based on information gathered on field trips.
Quality Assurance/Control
Confers with engineers about Quality Assurance of existing and new products designed and manufactured products on market to rectify problems.
Applies statistical process control (SPC) methods for analyzing data to evaluate the current process and process changes.
Gives feedback on the experience with all purchased products or components and provides input to the decision of whether to accept the product and future purchases from the vendor.
Maintains a working knowledge of government and industry Quality Assurance codes and standards.
Problem Solving
Suggests and evaluates alternative methods and procedures in solving problems and meeting changing market opportunities.
Develops new approaches to solve problems identified.
Reviews technical problems and procedures of departments and recommends solutions to problems or changes in procedures.
Interfaces with procurement, engineering, manufacturing, customer, or vendors to coordinate and resolve technical or quality-related problems.
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience:
Bachelor's degree in mechanical engineering, electrical/electronic engineering, manufacturing engineering, or related technical field or equivalent experience.
3-5 years of experience in a quality or technical support role (preferably quality in a manufacturing setting) involving mechanics, electronics, PLC programming, electrical, and related areas.
Working knowledge and experience with welding, hydraulics, and highly customized electronic control systems.
Training and presentation experience with customers and/or coworkers.
Computer Skills
Ability to use a personal computer utilizing spreadsheet and word processing software applications, databases, and automated systems to accomplish work.
Advanced/Intermediate skill level with Microsoft Office Suite; Word, Excel, Project, and PowerPoint preferred.
Certificates, Certifications, Licenses, Registrations:
Certification in Basic Hydraulic Systems, Electronic Control Systems, and/or Maintenance Welding is a plus.
Other Skills, Abilities, or Core Competencies (Standard behavioral performance dimensions are listed below):
Excellent interpersonal and communication skills.
Experience communicating with customers and/or suppliers.
Communicates with customer sensitivity and sense of urgency.
Advanced/Hands on approach to problem solving and analysis.
Customer service orientation and approach to daily responsibilities.
Ability to function as a team member and contribute to group goals.
Ability to communicate technical information in a non-technical manner.
Ability to write reports, business correspondence, and procedure manuals.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Advanced knowledge and understanding of electrical circuits (knowledge of electrical controls is a plus).
Ability to organize personal workload, prioritize activities, and accomplish tasks under deadline pressure.
Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardizations exist.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Maintain thorough knowledge and understanding of each customer's specifications, standards, and other engineering requirements.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to work in a group setting and independently while multi-tasking and adjusting to changing priorities in a minimally supervised fast paced environment.
General understanding and working knowledge of manufacturing, assembly, sewing, and welding equipment and tooling including design, gauges, equipment design, automation, robotics, or manufacturing processes.
Excellent oral and written technical communication skills to communicate product performance problems to management, conduct training for distributor service personnel, and when interacting with customers in the field.
Working knowledge of material types specifications and characteristics used in dock levelers, dock seals & shelters, impactable dock doors, high speed and high-performance doors, and other entrance automation products and warehouse solutions.
Thorough understanding of company product, trade terminology, quality management and control systems and techniques, manufacturing processes including material controls, work flow, scheduling, just-in-time/pull system, machine operation, and company policies as standards.
Quality Management - Working knowledge of the principles, methods, and tools of Quality Assurance, quality control, and reliability used to ensure that a project, system, or product fulfills requirements and standards.
Quality Standards - Working knowledge of government and industry Quality Assurance codes and standards.
Manufacturing - Knowledge of the specifications, tools, inputs, raw materials, outputs, and waste related to the manufacture of prototypes, models, systems, or other products.
Mathematical Concepts - Requires the ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Includes the ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Safety Focus - Adheres to all workplace and trade safety laws, regulations, standards, and practices by learning and following safe work procedures in a manufacturing environment.
Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
Communications - Communicates accurately, clearly, effectively, and directly both verbally and written, internally and externally, across all mediums, audiences, and situations.
Flexibility - Adapts to and works with a variety of situations, individuals, and groups; is open to different and new ways of doing things; willingness to modify one's preferred way of doing things.
Global Mindset - Embraces the idea that there are differences between the global and local levels, and that these differences should be acknowledged and leveraged as a strategic business advantage.
Core Values - Ability to genuinely champion Company vision, mission, values including the ability and willingness to demonstrate and uphold the Company's Core Values of Empowerment, Innovation, and Integrity.
Customer Focused - Demonstrates dedication to meeting the expectations and requirements of internal and external customers; establishes and maintains effective relationships with customers and acts with customers in mind.
Quality Orientation - Demonstrates accuracy and thoroughness; strives for continuous improvement and looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
Demonstrating Beliefs and Principles - Openly confronts actions or decisions that do not align with his/her core beliefs, values, and principles; lets people know where he/she stands on issues and why; willing to agree to disagree when appropriate.
Creativity and Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; Generates suggestions for improving work; develops innovative approaches and ideas; encourages new ideas and innovations; presents ideas and information in a manner that gets others' attention.
Accountability & Dependability - Takes personal responsibility for own actions and the quality and timeliness of work, and achieves results with little oversight; follows instructions, responds to management direction; keeps commitments and completes tasks on time; commits to long hours of work when necessary to reach goals.
Valuing Diversity - Appreciates and leverages the capabilities, insights, and ideas of all individuals including those with culturally different backgrounds; works effectively with individuals of diverse style, ability, and motivation; values diverse perspectives and working with others as a way to achieve the best output possible.
Diagnostic Information Gathering -The ability to identify the information, assistance, and support needed to clarify a situation, seek that information from professional partnerships with others inside or outside the organizations, and use skillful questioning to draw out the information, when others are reluctant to disclose it.
Problem Solving - Identifies and resolves problems in a timely manner; able to do firsthand investigation, analysis, and track back to arrive at the root cause of a problem and then identify best possible solutions or countermeasures that must be done to resolve the problem or achieve the goal; works well in-group problem solving situations.
Technical & Professional Skill and Expertise - Ability to demonstrate depth of knowledge and skill acquired through formal training or extensive on-the-job experience to perform one's job at a high level of accomplishment; works with, understands, and evaluates technical information related to the job; advises others on technical issues.
Self-Development & Continual Learning - Displays an ongoing commitment to learning and self-improvement; making an effort to acquire and apply new knowledge or skills for work; uses training, feedback, or other opportunities for self-learning and development; actively seeks feedback and works on compensating for weakness and limits.
Fostering Teamwork ...
