Responsible for post-installation quality issues related to both process and production related issues. The Customer Quality Specialist will also be responsible for direct oversight of ‘Out of Box’ complaints as well as tasks for logging and resolving issues through root cause evaluation. This position requires a genuine desire to help customers, strong verbal and written communication skills, and ability to train and lead others.
Essential Job Functions and Basic Duties
Direct interface with Services and Field Service Technicians relating to issues seen in the field.
Process owner for RMAs and out of box quality issues.
Keeps and reports metrics to the Quality Supervisor.
Stratifies data and determines issues to focus on.
Works with Production, Engineering, Warehouse and Services team to develop long-term corrective actions.
Assists in the updating of work instructions and processes relating to issue resolution.
Complete root cause investigations ensuring elimination of OOB issues.
Assists in training of workers in job duties, safety procedures and company policies, and recommend personnel actions such as hiring and promotions.
Ensure safety rules and regulations are followed.
Prepare production and other reports.
May set up machines and equipment.
Contributes to the product knowledge.
Could travel occasionally to ensure proper support is given to the Customers and Service team.
Maintains communication between the department and management through regular operational reports and/or attending staff meetings.
Completes required reports and records accurately and promptly.
Attends meetings and training as required.
Keeps management informed of area activities and of any significant problems or concerns.
Contributes to the fulfillment of department and Company objectives and goals.
Recommends improvements to the policies and procedures which affect the department.
Adheres to established security safeguards, procedures, and other Company policies.
Performs other duties as assigned.
Minimum Qualifications
Education and Experience:
Associates degree or equivalent from two-year college or technical school. Or experience in installation of equipment in the field.
Five years of field installation or problem-solving experience (preferred)
Required Knowledge:
Strong knowledge of the Company’s operations and management.
Basic understanding of electronic circuitry.
Solid troubleshooting ability.
Thorough understanding of IPA products, related technologies, and IPA’s production process.
Skills/Abilities:
Working knowledge of Microsoft Word, Excel, Outlook, and other Web-based applications.
Experience working with Sales Force is a plus but not required.
Ability to independently analyze, troubleshoot, electromechanical equipment
Ability to read schematics.
Exceptional interpersonal and team-building skills.
Good people management skills, communication skills, both verbal and written.
Must be able to lift a minimum of 70 lbs. This position requires a considerable amount of pushing, pulling, stooping, bending, and lifting.
Skilled in the use of electronic test equipment, i.e., DMM’s
Proficient with wiring, soldering, and using hand tools.
Ability to work under constant pressure of a typical production test environment and produce positive results on a daily basis.
Preferred Qualifications:
Experience in a manufacturing environment
Work Schedule, Position Status, & Compensation:
Monday to Thursday: 6:00am to 4:30pm
Full Time - Regular
Hourly - Non-exempt
Benefits:
Medical, Dental, and Vision
Flexible Spending Accounts
Short-Term and Long-Term Disability
Life and Accidental Death & Dismemberment
401k with company match
Employee Stock Purchase program
Paid holidays & paid time off
ABOUT THE COMPANY
IPA is the leading manufacturer of linen and specialty uniform distribution solutions.IPA provides the most advanced range of solutions for the management and automation of healthcare linen and specialty uniforms. We design advanced software and hardware solutions that allows you to monitor and manage distribution processes efficiently while increasing staff satisfaction, reducing infection risks and reducing costs. Our solutions are made in the U.S.A and are installed in more than 1,000 hospitals worldwide.
Since the introduction of our first healthcare linen automation product in 1995, IPA has grown to become the market leader with more than 900,000 healthcare professionals utilizing our technology each day. Our customer base ranges from community hospitals to leading academic hospitals, including 18 of the 20 hospitals recognized on the U.S. News and World Report Best Hospitals Honor Roll, 2019-2020.
Our focus is on reducing the cost of healthcare and it is this focus that drives us to deliver quality solutions to our customers every day.
