Service Quality Engineer
Ensures coordination of technical information from various sources. Prepares detailed documentation to present at the Field Quality Meetings (FQM). Coordinates and tracks status of each issue until resolution and completion. Investigates and analyzes Warranty Claims, Technical Information Reports (TIR), Technical Assistance Line (TAL) cases, and Field Product Reports to support the FQM process. Follows up with manufactures and vendors to identify root-cause findings. Conducts special investigations and submits TIRs to Isuzu Motors Limited to support product improvements with engineering data. Supports field service group to resolve critical customer complaint issues. Evaluates and tests warranty parts returned to duplicate field complaints, determines root cause, and develops formal written reports to support corrective actions with manufactures or vendors. Monitors large fleet service issues by analyzing and monitoring failures and complaints. Supports field service to improve customer dissatisfaction by prioritizing corrective actions for each fleet. Assists Service Readiness group to develop labor time guides, Technical Service Bulletins (TSB), diagnostic scan tools, workshop manuals, and related field corrective actions.
Bachelor's degree in Mechanical or Automotive Engineering or equivalent directly related work experience and also requires strong mechanical and electronic expertise in troubleshooting repair, overhaul, and installation of commercial vehicle products, and In-depth knowledge of diesel and gas engines, fuel electronics system, and exhaust gas after treatment system. Proficient PC skills in Windows applications, excellent written and verbal communication skills required. High ability to work independently, without direct supervision, and manage multiple objectives and cases at one time. Proficient statistical analysis skills. Must also be able to maintain a good driving record and driver license Class C or better with knowledge of commercial regulations. Also must be able to lift object weighing up to 60 lbs. This position requires minimum of 10-25% travel including overnight stays and possible international travel.