The Job

Quality Support Engineer

Tillverkning och produktion · Kvalitet och process · Kvalitetssäkring · Kvalitetskontroll

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I korthet

The Quality Support Engineer will provide customer support for warranty, service, and credit return requests, acting as a liaison between customers, manufacturing, and quality teams. This role requires a technical or bachelor's degree and a minimum of 2 years' experience in technical support, quality, or customer service within a manufacturing environment.

Ansvarsområden

  • Provide customers with world-class support throughout the entire claim management process for warranty, repair/replace and customer credit claim requests.
  • Review claim requests for potential miss application use of product and determine if return for technical investigation is needed.
  • Collaborate with Technical Support and Engineering to resolve if application issues are discovered.
  • Ensure claim requests adhere to company policy.
  • Work with Customer, Sales, and Quality teams if technical investigation, repair/replace or credit can be performed as goodwill gesture if warranted by business needs.
  • Enter RMAs in the claim management tool and assign appropriate quality engineer for investigation.
  • Follow up with the customer on claims, provide documented corrective actions to customer.
  • Evaluate the effectiveness of the corrective & preventative actions identified by the process owner for closure.
  • Follow up with customers to ensure RMA deliverables meet the customer’s expectations, and close RMAs accordingly.
  • Monitor claim management KPI Dashboard to ensure timely closure of claims.
  • Escalate customer issues that exceed expected response time or require additional engagement from leadership to bring to closure, as needed.
  • Provide highly responsive and accurate transactional response to customer inquiries with recognized professionalism.
  • Advise Management team of areas of business or financial risk based on observations and communication with customer teams.
  • Keeps Management informed of areas of conflict or dispute that are unresolved, that may pose a threat to Emerson’s relationship with our customers.

Krav

  • Technical or Bachelor’s degree in Quality, Engineering, Manufacturing, or related field preferred.
  • Minimum 2 years’ experience in Technical Support, Quality or Customer Service in a manufacturing environment.
  • Excellent verbal and written communication skills.
  • Proficient in structured problem-solving methodologies and data analytics (Power BI).
  • Strong database management skills.
  • Proficient with MS office (Excel, Word, PowerPoint).

Önskade kvalifikationer

  • Intermediate knowledge: Solenoid valves, Position Indictors, Go-Switch, Pneumatic and Electric Actuators, Precision Regulators, Pressure and Vacuum Relief Valves principles of operation.
  • Basic understanding of Engineering Drawings, Specification Sheets, Order Entry Documents, Manufacturing Certificates, among others for investigation purposes.
  • Familiarity with FLMC Business Systems and ERPs Tools.
  • ISO 9001 Quality management System.

Förmåner

  • Competitive benefits plans.
  • Variety of medical insurance plans.
  • Employee Assistance Program.
  • Employee resource groups.
  • Recognition programs.
  • Flexible time off plans.
  • Vacation and holiday leave.
#quality#customer support#engineering#manufacturing
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Företag

Emerson

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

Hybrid

Erfarenhetsnivå

Mellannivå

Platser

Escazú, Costa Rica

Kvalifikation

Kandidatexamen

Sökande

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