Technical Services Technician - Continues Improvement

General Summary

Position is responsible for testing, investigation, evaluation, and diagnosis of alternators, starter motors, wiper motors and other automotive electric equipment including their components. This position has customer support activities. Troubleshooting customer issues and diagnosing root cause for resolution. This position is responsible for customer satisfaction with products and services.

Reporting Relationships / Scope

• Perform Quality reliability testing and failure mode analysis
• Inspections and testing of Quality Response System (QRS) evaluations
• Warranty claims evaluations
• Validation of supplier samples against OE and WAI specifications
• Communication with Sales and Director of Quality in regard to product quality related issues
• Communication leading to completion of improvement projects
• Provide telephone customer technical support
• Inter departmental Technical Support
• Gain & maintain customer confidence. This means being "the voice of the customer".
• Perform Tester calibration and repairs
• Maintain and enforce all company policies pertaining to the Quality Dept.
• Maintain high levels of productivity, efficiency, and quality.

Primary/Key Responsibilities

• Responsible for the adhering to the policies set forth by the Director of Quality, and WAI Engineering.
• Direct use of our Quality Response System and all features contained within. A system of tracking customer complaints of quality concerns.
• Use of measuring/testing equipment, and mechanical tools while performing work item and customer evaluations.
• Perform Quality reliability testing and failure mode analysis
• Inspections and testing of product in QRS evaluations
• Validation of supplier samples against OE and WAI specifications
• Testing equipment calibration and repairs
• Detail diagnostics (at the component level) of WAI products related to customer evaluations of labor claims or customer specific requests via the QRS system.
• Interaction with all WAI departments by providing technical support (Sales, Customer Service, Product Management and others)
• Managing and providing technical telephone support to customers related to rotating electrical equipment and components
• Assisting customers with cross references and product lookup
• Monitor progress in resolution to identified problems leading to completion of improvement projects
• This position may require travel when needed for support activities due to quality issues or training.
• Other non-Quality related duties may be needed and assigned.

Education: College Diploma with min 2 years of related industry experience or High School diploma with min of 5 years of related industry experience

Years of Experience: 2-5 years of related experience in automotive industry

Special Certifications or Technical Skills: Good working knowledge of DC vehicle electrical systems. Prior knowledge of commodities to be working with Alternators and Starters specifically and testing and diagnosing failure modes within these commodities. Good understanding of electronics in automotive applications. Mechanically inclined and must be able to work with hand tools and different types of measuring/testing equipment.

ASE certification and asset.

Computer Skills: Windows environment working knowledge of Microsoft Office with emphasis on Excel, Power Point Presentation and Outlook

Skills and Ability: Following instructions, responding to management direction, must be mechanically inclined. Able to work with a variety of mechanical tools and measuring/testing equipment.

Language Skills: Good verbal and written communication skills needed. Phone experience or customer service experience a plus. This position will have direct customer contact. Ability to effectively present information in reports, PPT presentations and in one-on-one or small group situations with customers/employees.

Personal Attributes: Use time efficiently, work well under pressure, safety and security conscious, and customer satisfaction focus .