We are passionate about customer satisfaction and service. We fearlessly engage in any effort that will eliminate our customers’ risk and clear a path to their success. We immerse ourselves in our customers’ world, reveal unknowns and deliver integrated solutions.
Key Job Elements
- Lead warranty returns administration and conduct failure analysis by investigating methods and procedures for analysis of warranty parts returned.
- Update and process customer warranties with the highest level of customer service and satisfaction.
- Assist internal Quality and Engineering in providing customer support and education, working with users to identify needs, determine sources of problems, or to provide information on product use as necessary.
- Work with accounting to ensure credits are applied to proper accounts.
- Contact Program Manager to clarify issues and report back on corrective actions.
- Track customer complaints and lead/drive corrective actions by influencing those accountable (Supplier, Design, Manufacturing) utilizing the Global 8D methodology.
- Process ECO, DCN’s and deviations.
- Provide technical assistance and guidance to team members on problems solving techniques on the Warranty Lab.
- Monitor Customer websites to monitor warranty metrics.
- Ensure lessons learned from warranty analysis are communicated across all product/customer platforms ad captured on new projects within DFMEA (Design Failure Mode and Effect Analysis) /PFMEA (Process Failure Mode and Effect Analysis) .
- Manage the Key Performance Indicators (KPIs) (RMA’s, warranty budgets
- 3-5 years related to support of Quality / reliability systems within an OEM or Components Engineering design group or Technical Service and Warranty returns group.
- Ability to work on multiple fronts each day.
- Excellent communication skills.
- Experience supporting ISO, TS, CSA and /or UL certifications.
- Knowledge of FMEA, Fault Tree Analysis, Product Return Rate Analysis and Root cause failure analysis.
- Ability to effectively manage customer relationships.
Top Skills
What We Do
Who we are
Since 1994, EControls has delivered innovation and customer satisfaction to the engine and vehicle industries through:
• State-of-the-art engine application, calibration development and testing to meet emissions, drivability and fuel economy requirements
• Design, development, qualification and production of “more robust than automotive” grade Engine Control Units
• Creation of critical components – fueling systems, harnesses, sensors and actuators
• High-quality, rugged and robust systems used in the most demanding environments
What we do
EControls combines fundamental engine knowledge, engine control expertise and innovation to produce full authority engine control systems that meet your requirements.
Markets/applications include off-road industrial, heavy-duty on-road, generator sets, marine equipment, material handling, construction equipment and agricultural equipment.
What we deliver
• Complete engine control systems for LNG, LPG and gasoline
• Custom hardware solutions with quick turnaround for software modifications
• Full depth and breadth of engine/application expertise
• Minimal upfront development investment
• High-quality, advanced engine control technology
