Basic Function
The field service Product Quality Manager investigates customer field service issues for Chamberlain Manufactured Gate Operator Brands. Provide post sale dealer/customer support and deliver field failure information to Engineering, Quality, Sales, and Marketing. Prepare detailed analysis of dealer and consumer complaints and field returns. Maintains historical documentation of Field issues and resolutions using Right Now (RN) and the Customer Complaint Notice (CCN) databases. Facilitates the ISO program with the implementation and update of controlled work procedures and forms.
Duties and Responsibilities
-Work with Customers, Technical Service, Outside Sales, and Quality Assurance, providing an early warning system for quality issues.
-Analyze, quantify and document field issues as to severity, frequency of occurrence and liability including resolution. Presents data using various existing system databases, trip reports, and proactive dealer visits.
-Troubleshoots and recommends corrective action for complex field failures that could consist of two or more product types used in combination as one system.
-Visit customers/dealers to investigate and further understand reported quality issues.
-Responsible for the management, escalation, and completion of Level 2 and Level 3 CCNs following Quality reports for existing products.
-Work with the Quality Assurance Department to develop action plans for addressing product quality issues.
-Develops Internal and External Service Bulletins (ISBs/ESBs) based on quality resolutions, field investigations, Engineering changes, and overall technical knowledge of the product. Assists Technical Support and New Product Specialists with the development of the RN Knowledge Base documentation targeting both the customer and agent.
-Work as team leader and/or with other new product project managers focusing on product functionality, technical support requirements, and technical publication documentation.
-Serve as a liaison between new product teams, the CCN and the Technical Service Center departments. Attends Product Line CCN Meetings representing the voice of the customer and post-sales support.
-Assist Training Manager with change out of training center for the various product lines and may act as Trainer as required.
-Performs/monitors Alpha/Beta Test installations, providing/assisting project team with relevant documentation.
Basic Qualifications
-Mechanical or Electrical engineering degree desirable, but not mandatory if applicant has relevant work experience.
-Minimum 5 years gate operator installation and troubleshooting experience with Chamberlain or like products.
-Installation of Chamberlain and others auxiliary products and accessories in complex sites.
-Knowledge of at least one or more of the following product types a bonus: telephone entry and access entry controls, commercial door operators, and residential door openers.
- Excellent verbal and written communication skills.
-Technical writing experience also desirable.
-Project management experience.
-Travel potential up to 50%.
Chamberlain is proud to be an Equal Opportunity Employer. You will be considered for this position based upon your experience and education, without regard to race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We are committed to creating and maintaining a workforce environment that is free from any form of discriminations or harassment.
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