Warranty Engineer / QLT220 Job in Farmington Hills 48331, Michigan Us
Position Description:
Company Summary:
Harman International Industries, Inc. is the worldwide leader in the manufacture of high-quality, high-fidelity audio and electronic products for automotive, consumer and professional use. It is the parent company behind an array of legendary brands that includes Harman Kardon®, JBL®, Mark Levinson® and Infinity®.The Company has developed, both internally and through a series of acquisitions, a range of product offerings. It operates in three segments: Automotive, Consumer and Professional. The Automotive segment designs, manufactures and markets audio, electronic and infotainment systems for vehicle applications primarily to be installed as original equipment by automotive manufacturers. The Consumer segment designs, manufactures and markets audio, video and electronic systems for home, mobile and multimedia applications. The Professional segment designs, manufactures and markets loudspeakers and electronic systems used by audio professionals in concert halls, stadiums, airports, houses of worship and theme attractions. For more than 50 years, our legendary brands have taken a leading role in the creation and innovation of progressive technologies, from the world's first car radio in 1948 to today's most revolutionary infotainment systems.
Job Title: Warranty Engineer Date: 07/18/2011
Department: Customer Service FLSA Status: Exempt
Reports To: Sr. Manager, Quality
Supervisory Responsibilities: This position has no supervisory responsibility
Essential Responsibilities:
Provide Harman customers with a point of contact for all Customer Service functions:
· Warranty Settlements
· Warranty Parts Analysis
· Warranty Claims Processing
· Warranty Reporting
· Service Parts Management
For each new OEM product, establish (during product development) and maintain (during and after mass production) a warranty system that covers the following elements:
· Warranty Settlements
o Review OEM warranty terms and conditions
o Process warranty reimbursement claims
o Track warranty cost metrics
· Warranty Parts Analysis
o Develop parts return flow from the customer
o Develop procedures, specify equipment for analysis of returns
o Prioritize OEM returns for analysis
o Coordinate special studies (e.g., NTF Studies, engineering analysis, etc.)
· Warranty Reporting
o Identify and satisfy internal and external reporting requirements
o Manage warranty corrective actions
o Verify effectiveness of warranty corrective actions
o Problem resolution procedures
· Service Parts (in the case of exchange or refurbishing program)
o Develop service parts flow
o Manage partnership with exchange/refurbishing subcontractor
o Maintain product technical documentation related to warranty, and provide updates to subcontractors
o Manage product revisions with respect to service parts
Basic Qualifications:
- REQUIRED Specific Knowledge, Expertise, Coursework
· Ability to solve complex problems and work collaboratively with others to meet customer’s warranty requirements.
- REQUIRED Degree and/or Training, including specifically defined educational equivalent
l Bachelor’s degree in engineering or management, with electrical engineering preferred.
- REQUIRED Specific Prior Experiences
l At least 3 years experience in related work, involving data collection, warranty reporting, technical assistance, service parts, and claims processing. Previous experience in automotive industry required, including customer interface experience. Quality related experience is highly desirable. Experience in electronics or electromechanical manufacturing environment desirable.
l Good PC skills using MS Office Suite are required. Knowledge of Microsoft Access and pivot tables is highly desirable.
Desired Characteristics:
Work Traits/Competencies
- Understands technical and engineering (software/hardware) aspects of audio products.
- Questions service deviations, provides recommendations for service-related anomalies.
- Self-confident with a sense of priority, creativity, and responsibility for customer service.
- Open-minded and understands large-scope processes and solutions.
- Results oriented to curb warranty claims and warranty costs
- Is driven to accomplish more than is necessary. Seeks to exceed established standards. Is innovative and creative in accomplishing the work.
- Takes appropriate role in the team, leading or following. Can accept decisions, which go contrary to personal ideas and beliefs. Can accept compromise.
- Demonstrates ability to take charge when necessary. Manages self-control to ensure the ideas of others are heard. Stands up for personal opinions.
- Overcomes obstacles to getting the work done. Keeps promises and meets commitments.
- Demonstrates personal integrity in all interactions. Maintains confidences.
- Initiative to consider various feasible approaches to reach Customer Service targets.
- Leads and supports service provider network with future direction and expectations to increase efficiency and meet customer requirements.
- Proactive in preventing service anomalies, and assertive towards urgent anomaly resolution.
- Quantifies stocking liabilities and establishes measures to manage surplus levels of material.
- Effectively plans and organizes projects impacting the work of others.
- Meets deadlines without disruption to daily operations. Adapts to change.
- Displays empathy and maintains solid working relationships. Accurately interprets the feelings of others, including motivations and hidden agendas. Demonstrates compassion through words and actions. Strives for win-win outcomes.
- Performs activities, even those which are uncomfortable to achieve personal growth.
- Uses techniques to manage stress so that it does not interfere with the work. Maintains calm, even during stressful periods. Able to accept criticism.
- Communicates detailed or technical information clearly. Logically organizes ideas; gives open and honest feedback. Accurately relays progress, obstacles and opportunities.
Eligibility Requirements:
- Willingness to travel 25% of the time
- Willingness to work in an office in Farmington Hills, MI
- Willingness to submit to a background screen and a drug test