Field Quality Specialist, Fittings

American Standard - Roselle, IL3.9

Full-timeEstimated: $64,000 - $86,000 a year
The Field Quality Specialist, Fittings will conduct product quality audit inspections at assigned retail and wholesale customer accounts and internal DCs. Evaluate defective GROHE & ASB product returns and provide required warranty data to Germany & Mexico plant. Supply field quality inspection reports to plants, vendors, and engineering for prompt problem resolution. Resource for Technical Customer Contact centers for fittings to resolve escalated issues. Investigate and visit job site installation issues, providing expertise, and engaging appropriate and timely resources to assist in development of customer solution.

Incoming inspection activities based on control plan document and communicate any issues found into a field inspection report.
Maintain and control calibration records for all test and inspection equipment
Perform tests and measurements using existing measurement equipment on product in stock and customer returns for analysis to send feedback to manufacturing plants.
Creating and maintaining company documentation i.e. audit inspection records, control plan, testing protocols, in-process audits, etc.
Participate on teams and sometimes as a project leader to help make necessary improvements and changes to all process-related issues in the manufacturing and vendor supplier processes. Attend weekly reviews of all issues from field inspection reports. Monitor progress through resolution.
Participate as team member or project leader on COPQ cost reduction projects for Grohe & ASB faucets.
Recommend improvements to technical installation instructions when field issues or technical customer care/consumer are not able to execute as written
First point of escalation for Technical Customer Care Contact Centers to assist in resolution of complex technical issues. Assist with training, technical escalations for fittings agents.
Assist remotely & or attend specific customer specific sites to asses product failures and provide on-site support as needed to remedy adverse situations
Travel to manufacturing facilities, Design center or customer locations when required
Plan projects or subtasks so they may be tracked and presented, produce written reports and make presentations, Independently determine approach and assigned tasks
Develop and implement quality management systems DC – Warehouse, including control plan for incoming inspection and Layered process audits on the warehouse system.
Analyze, identify and implement manufacturing and/or business process improvements which will improve capability and performance
Education: Bachelor’s Degree Preferred, Mechanical Engineering, Operations, Manufacturing SC; Minimum Technical Degree + Relevant Years of Job Experience
Work Experience: Technical Customer Support, Field Tech, Quality Tech/Specialist/inspection, Operations, 5+years
Preferred technical product knowledge: Plumbing, Fittings in particular, industrial products, automotive, electronics
Knowledge of quality core tools: In process audits, Incoming inspection, 7QC Tools, Six Sigma DMAIC methodology as Green Belt
Sense of curiosity and creativity, trouble shooting/problem resolution skills. Ability to translate technical issues to engage resources to create both short term and long term customer friendly solutions. Willing to test, experiment without all details to expedite problem-resolution
Working knowledge Microsoft, Outlook, PowerPoint. Experienced Excel user demonstrated ability to create pivot tables, graphs, v-lookups and general analyses
Preferred system knowledge, SAP or ERP system, (CRM), reporting tools
Competencies (Abilities): In line with Lixil´s Leadership model: Innovative, Adaptable, Results- Driven, Sees What to Do and Works Collaboratively to Do It
Spanish language is a plus.
Willing to travel 30-40% (US and Mexico sites).