Quality Engineer III

Johnson Controls • Largo, FL

6d • $85,000 - $127,000

About The Position

The Quality Engineer is responsible for the execution of warranty operational processes, driving process improvements and providing field technical support for all Largo provided equipment. The SWTSE will focus on resolving conflicts and ensuring customer satisfaction through integrity, while maintaining adherence to JCI policies and practices. He or she will also lead analysis and monitoring of warranty claims, creating weekly and daily warranty reports as well as provide input for product changes based on inputs for field service personnel. The SWTSE works with various internal and external parties to process warranty claims and failure analysis reports and provide field product support.

Requirements

• Bachelor’s degree + 3 years’ work experience in a commercial, business or technical sector with focus on customer support, resolving conflicts, following and improving process, data entry and analysis and working in a fast-paced environment.
• Associate’s + 6 years’ work experience in a commercial, business or technical sector with focus on customer support, resolving conflicts, following and improving process, data entry and analysis and working in a process define environment.
• Substantial related work experience may be considered in lieu of a college degree.
• Willingness to go above and beyond the daily routine in order to identify issues, create change and drive process improvements.
• Ability to communicate verbally and in writing tactfully with customers and across all levels of the organization in a diverse work environment.
• Excellent written and verbal English language skills, further languages are a plus.
• Consistent ability to work independently and systematically.
• Analytical, organized and follow through to completion.
• Proficient with the use of computers and data management systems.
• Knowledge of MS Excel (tables, formulas, charting, and filtering)
• Experience with HVAC – fan coils, controls and VAV systems.
• Demonstrated planning, organizing, inter-personal, team building, and verbal and written communication skills with proven leadership and decision-making abilities.
• Strong knowledge of manufacturing procedures, production methods (including machining and welding), shop standards, SPC and modern quality assurance applications.
• Program Management skills

Nice To Haves

• Experience in technical customer support is a plus.

Responsibilities

• Handles any/all aspects of internal and external customer warranty accounts, non-routine management, including solicitation, inquiries, and problem resolution, and may require deviation from standard procedures.
• Creates, updates, analyzes warranty metrics and warranty financial reports for the management team.
• Works directly with internal and external customers to resolve conflicts of warranty claims and/or policies.
• Often explains facts, practices, and policies to both internal and external parties. Frequently uses influence to convince both internal and external parties that have a desire to reach agreement to accept new concepts, practices, and approaches.
• Process standard and non-standard warranty claims and manage the progress through the appropriate approval process.
• Respond to internal and external customers inquiries by email, teams, or phone.
• Provides supporting warranty documentation.
• Collaborates with service and systems, operations teams, customer service, application engineering, engineering, product technical support and product sales to research and resolve warranty issues.
• Process paperwork for service labor credits against warranty labor claims.
• Ensure all required documentation is included for the claim.
• Ensure the claim is only covering Largo equipment.
• Reviews detailed labor invoices.
• Prepare credit documentation for accounting.
• Drives continuous improvement process practices for warranty processes.
• Processes and issues SQ’s for extended post sales parts warranty as appropriate.
• Review and sign off ECR’s from both a warranty and post sales perspective.
• Occasionally assist Customer Service with technical input when required on orders.
• Work with product management on updates to manuals, guides, etc.
• Ensures listings of products are maintained.
• Send notices of non-compliance if units are noted as non-compliant.
• Work with engineering, product management, application on new product design from a customer and field related experience.
• Create documentation needed for warranty parts orders for field repairs.
• Create orders for replacement units.
• Work with engineering to determine the best solution to repair units in the field, create the parts order and then the permanent corrective action.
• Works with PPSC team on safety recalls.
• Works with the legal team as needed.
• Maintains legal documentation on all projects.
• Record retention per JCI standards.
• Negotiate $ on warranty claims.
• Interface with customers on warranty returns credits.
• Follow up with customers to confirm complete satisfaction to warranty issues.
• A3 & 8D reports completed.
• Verify partial or full reimbursements from vendors.
• Ensure all complaints and phone calls are logged into WT.
• Follow up on phone calls as required.
• Respond to emails and phone calls in a timely manner.
• Ensure customers have complete understanding of warranty policies and procedures.
• Work with Milwaukee Lab when testing of field equipment is required.
• Ensure WT is kept up to date – reports enhanced, ease of entry,
• Close and open warranty tracker records.
• Work with Milwaukee warranty team to train branches on Largo warranty process.
• Work with new reps, agents, and branches on Largo warranty procedures.
• Work with sales when something is not warranty but our customer has endured cost i.e. sales concessions etc.
• Receive warranty parts, remove packaging, and perform a preliminary inspection.
• Enter warranty parts into warranty tracker.
• Respond to customers with return(s) status.
• Document all parts testing.
• Evaluate top products being returned and provide root cause analysis.
• Work with Engineering to test various parts.
• Issue SMRR’s for suppliers to provide root cause analysis.
• Send defective material to suppliers for evaluations.
• Customer Communication
• Status on their returned warranty parts
• Parts not entitled to a credit
• New and unused manufactured items
• Damaged parts
• Wrong parts are returned.
• Parts are field abused.
• Confirm 18-month parts warranty.
• Reviews and issues documentation for warranty parts credits to accounting.

Benefits

• Competitive salary and bonus
• Paid vacation/holidays/sicktime - 15 days of vacation first year
• Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
• Extensive product and on the job/cross training opportunities with outstanding resources
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy
• JCI Employee discount programs (The Loop by Perk Spot)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level