Customer Returns Engineer

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Responsible for

* Conducting timely examination, evaluation and providing written report for the analysis of customer returns.

* Determining root cause, establishing corrective actions, raising warranty order form for approval as applicable and completing the customer report accordingly in line with the business management system.

* Provide key support for after sales service team in relation to special projects/activities as required. Provide key support for manufacturing operations, such as conducting sample functional flow testing, such as Qp & Q4 in line with business practices.

* Conducting customer dispute meter testing, in line with Sales contractual requirements.

Main purpose of role

* Conduct evaluation and provide analysis report of returned goods to validate warranty claims.

* Work with Design, QA, Operations & Supply Management personnel in order to recommend changes to product and/or process in line with analysis findings.

* Compile data within our MRP system and raise Warranty Order Approval Form as applicable and organise warranty replacements with Sales accordingly. Typically, we need to reply to customer within 10 day lead time.

* Raise issues with Suppliers as applicable, in relation to product returns in line with business processes and ensure effective resolution for customer.

* Maintain good positive customer relations, providing resolutions with timely effect.

* Provide key support for after sales service team for special projects as requested.

* Visiting of customer sites as required

* Participate in activities relating to product/process improvement teams and new product introduction accordingly.

* Conduct functional testing and analysis of dispute meter returns.

* Working with Design department on testing, correlating and presenting data accordingly.

* Management of customers own property (COP), ensuring safe storage, return and disposal of product accordingly

* Conduct manufacturing sample functional testing as applicable

Key Responsibilities

* Manage customer returns with timely effect, maintaining strong customer/supplier relations.

* To evaluate returned product against original specification and establish root cause failure mode and corrective actions accordingly

* Complete analysis report and issue to Customer accordingly

* Resolution of warranty claims

* Complete records of analysis reports accordingly

* Analysis of failure modes (trends and patterns) to highlight issues to QA

* Supply Management & Design accordingly

* Conduct sample functional testing of manufactured product

* Provide key support to after sales service team

* Administration duties associated with job role

* Capture return details within SAP accurately

Provide input for NPI programmes and problem solving analysis, as applicable

Knowledge and skills desired

* Ability to work in a team and under own initiative

* Ability to conduct electronic and mechanical fault finding

* Able to use software for electronic meter reading/analysis

* Understanding of SAP system

* Able to read and understand Drawings and Bills Of Material

* Root cause fault finding analysis to component level

* Good communication skills, both oral and written

* Customer liaison experience

* Time management

* PC Literate

* Collection and input of data

* Mechanical and Electronics Engineering

* Understand Quality Systems (such as ISO9000)

Qualifications:

* Ideal candidate will have a good level of general education, with minimum qualification in Mechanical/Electronic Engineering discipline to HNC level.

* Have at least 3 years Electronics/Mechanical Engineering experience with direct customer contact.

* Have a good understanding of problem solving techniques, good written and verbal communication skills, be numerate and literate.

* Will show determination, a will to succeed, be flexible and adaptable.