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Quality/ Reliability Eng Electrical / Electronic

Company: Datawatch
Location: Troy
Posted on: May 3, 2021

Job Description:

Transforming the Future with Convergence of Simulation and Data

Electrical Engineer

Job Summary:

Our client in Dearborn, MI is looking for a Quality/ Reliability Eng Electrical / Electronic. This is a contract position.

What You Will Do:

  • Monitor, prioritize and drive actions to address customer Quality concerns from various sources, such as: Customer Escalations, App Store Reviews, Executive Escalations, Social Media Feedback, Technical Hotline, etc.
  • Take a central role in resolving customer escalation within 30 days KPI
  • Ability to be Data-Driven and make thorough usage of all Connected Vehicle Data.
  • Ability to trace historical performance across all KPIs and clearly depict issues affecting Quality Metrics.
  • Utilize customer reported symptoms and root cause analysis to create a connected data request to fully define problem scope.
  • Be the voice of the customer to Enterprise Connectivity, and the voice of Enterprise Connecitivty to the customer. Treat customers like family, by ensuring proper and prompt customer feedback from the inital input.
  • Pro-Actively Drive investigations and engage with Product Owners for proper triage and ICA determination and implementation.
  • Provide solid documentation update on CRC Knowledge Base to enhance 1st call resolution response.
  • Utilize issue tracking database to determine if customer issue is new or existing. Create new or update existing as applicable.
  • Upon ICA completion, issue owner to be transferred to Core Quality Group for thorough PCA (Permanent Containment Actions) and PRA (Prevent Recurrence Action) evaluation
  • Continue to support Core Quality Group upon any inquiries to support the PCA/PRA efforts
  • Propose methods to reduce unnecessary toil and manual work related to customer escalation management.

Basics:

  • Ability and desire to take ownership of customer escalations and ensure a customer confirmed resolution is achieved
  • Keep proper track and throughput on each individual ticket/JIRA
  • Provide a solid initial troubleshoot while also measuring impact on the broader Vehicle Line population
  • Acquire proper Product Owner support for a robust ICA (Interim Containment Action)
  • Confirm full completeness /acceptance of JIRA/Ticket with Core Quality Group before assigning it
  • Submit monthly Quality reports for CSI and Quality Management with action plans/detailed status
  • A true passion for trouble shooting and thirst for gaining a deeper understanding of multiple technologies across a complex ecosystem
  • Ability to understand/translate Customer Symptoms into technical terms and narrow it to 1 or more specific Platforms, such as: Vehicle, Mobile App, Cloud, etc.
  • Keep a clear communication channel on daily work/activities with Direct Supervisor/Peers, while maintaining resilience to balance among daily/weekly new demands
  • Ability to understand Customer Issues from around the Globe and help Feature/Product Teams in translating into Design Standards
  • 2+ years of proven background knowledge/work experience on Cloud-based systems (Connected Vehicles is considered a plus) and/or IVI (In-Vehicle Infotainment) Systems is a must
  • 1+ years of proven background/work experience with JIRA
  • 1+ years of experience in handling Connected Vehicle related quality concerns
  • 1+ years of experience with querying and troubleshooting to prove/disprove theories/investigations
  • Bachelor's in Engineering (Electrical Engineering is preferable), Data Science or Related Fields of Knowledge

Preferred:

  • Knowledge in Six-Sigma and/or Quality/Reliability tools - DoE, Taguchi Methods, FMA etc.
  • Green belt and/or Black belt is a plus
  • Solid understanding of vehicle electrical architectures and components
  • High level of interpersonal skills to effectively communicate with diverse people and cross-functional teams
  • 1+ years of customer service experience
  • Additional Safety Training/Licensing/Personal Protection Requirements

How You Will Be Successful:

  • Envision the Future
  • Communicate Honestly and Broadly
  • Seek Technology and Business "First"
  • Embrace Diversity and Take Risks

What We Offer:

  • Competitive Salary
  • Comprehensive Benefit Package
  • 401(k) with matching contributions
  • Paid Time Off
  • Employee Discounts
  • Free training on all Altair products

Why Work with Us:

Altair is a global technology company that provides software and cloud solutions in the area of data analytics, product development, and high-performance computing (HPC). Altair enables organizations in nearly every industry to compete more effectively in a connected world, while creating a more sustainable future. With more than 3,000 engineers, scientists, and creative thinkers in 25 countries, we help solve our customer's toughest challenges and deliver unparalleled service, helping the innovators innovate, drive better decisions, and turn today's problems into tomorrow's opportunities.

Our vision is to transform customer decision making with data analytics, simulation, and high-performance computing.

For more than 30 years, we have been helping our customers integrate electronics and controls with mechanical design to expand product value, develop AI, simulation and data-driven digital twins to drive better decisions, and deliver advanced HPC and cloud solutions to support unlimited idea exploration. To learn more, please visit altair.com

Ready to go? #ONLYFORWARD

At our core we are explorers; adventures; pioneers. We are the brains behind some of the world's most revolutionary innovations and are not only comfortable in new and unchartered waters, we dive headfirst. We are the original trailblazers that make the impossible possible, discovering new solutions to our customer's toughest challenges.

Altair is an equal opportunity employer. Our backgrounds are diverse, and every member of our global team is critical to our success. Altair's history demonstrations a belief that empowering each individual authentic voice reinforces a culture that thrives because of the uniqueness among our team.

Keywords: Datawatch, Troy , Quality/ Reliability Eng Electrical / Electronic, Other , Troy, Michigan

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