We are recruiting a Control Tower Pre-Analyst to join our team to support our client in the automotive industry
RESPONSIBILITIES:
- Ensuring effective communication between the customer and the company, particularly in the context of product quality and service issues
- Utilizing various sources of customer feedback such as warranty information, parts return data, and service reports to understand customer experiences and concerns
- Actively listening to customer feedback to identify patterns, trends, and recurring issues
- Analyzing data to identify emerging issues and potential problems with products or services
- Prioritizing identified issues based on severity, impact on customers, and potential risks to the company
- Triaging issues promptly and efficiently to ensure they are addressed by the appropriate stakeholders
- Crafting detailed and comprehensive problem statements for identified issues, including all relevant information gathered from customer feedback and data analysis
- Ensuring that the problem statement clearly defines the issue, its impact on customers, and any relevant context or background information
- Collaborating with cross-functional teams, including product development, engineering, supplier and manufacturing quality, and customer service, to facilitate issue resolution
- Providing support and guidance to issue owners throughout the resolution process, including assisting with problem-solving and decision-making as needed
- Monitoring the progress of issue resolution efforts and providing regular updates to stakeholders on the status of open issues
- Participating in regular meetings and discussions to review performance metrics, identify opportunities for improvement, and implement enhancements to the issue management process
- Proactively seeking feedback from stakeholders, including customers and internal teams, to identify areas for improvement and refine processes for capturing and addressing customer concerns
- Ensuring that customer issues are promptly identified, thoroughly understood, and effectively addressed, ultimately contributing to improved product quality, customer satisfaction, and brand loyalty.
REQUIRED SKILLS & QUALIFICATIONS:
- Bachelor's degree or higher in Engineering
- 5 + years of experience in engineering, manufacturing, supplier operations, or quality
- Strong verbal and written communication skills are necessary for effectively conveying complex technical information, problem statements, and resolutions to stakeholders at all levels of the organization
- Ability to collect and synthesize data into meaningful information indicates proficiency in data analysis, which is crucial for identifying trends, patterns, and emerging issues from customer feedback and operational data
- Excellent interpersonal skills are important for collaborating with cross-functional teams, communicating with customers, and building effective working relationships with stakeholders
- Strong organizational skills are required for managing multiple tasks, prioritizing issues based on severity and impact, and ensuring timely resolution
- Problem-solving capabilities
- Microsoft Office experience-Intermediate
OTHER PERKS & BENEFITS:
- Cost-sharing medical & dental benefits after 30 days
- 401K plan after 90 days
MEDA offers an excellent referral bonus. Great candidates know great candidates.
