Senior Engineer Aftersales Problem Solving

Department overview:

The Technical Support team sits with the Technical Services department in the wider Aftersales organization. The team provides technical support to our global dealer network to ensure customer satisfaction by reducing vehicle downtime and reducing warranty costs.

Job Purpose:

The role requires coordination activities to process incoming field information including but not limited to Product Defect Reports (PDRs) and PDI and Warranty data to support in the identification and prioritization of key technical field issues that require resolution. After identification of key issues the Senior Engineer is instrumental in coordinating handover to the correct owner and supporting resolution of the issues by providing up to date information on occurrences of field issues to the owner which may involve reaching out to the dealer network for additional information.

In addition the Senior Engineer supports tracking of the progress of the resolution of field issues supports cross-functional teams and is responsible for preparing reports on status of ongoing investigations. The reporting will support driving escalation to the appropriate level including up to CEO level.

Key Duties and Responsibilities:

• Process incoming field issues reported through global dealer network: assess quality of incoming reports classify fault category and severity of the failure mode and identify and escalate trends. Identify repeat concerns and breaches of previously closed issues.
• Prepare field issue reports illustrating occurrence rates trends and customer impact and financial (warranty) impact to support decision making on identification of priority field issues that will require formal resolution by cross functional teams.
• Create problem definition sheets on the identified key issues collating key technical information on the issue to allow handover to the correct owner for resolution. Preparing issue sheets may involve liaising with global regional offices or dealers directly to obtain additional information or request failed parts back for investigation.
• Support cross functional teams from RD Production Man Eng and Quality.
• Track progress of cross functional teams and escalate as required to the correct level of management.
• Support the reduction of financial impact of field issues and in-house inefficiencies.
• Support cross functional teams to drive robust containment of problems.
• Support and facilitate Chronic and Complex problem resolution using Problem Solving techniques and processes.
• Support & facilitate data analysis within problem solving teams to enable accurate root cause determination.
• Prepare reports for escalating progress in feedback forums by management including Quality Committee up to CEO level
• Follow up issues as required and implement sweeps and eliminate or contain flow-out (this can require worldwide Port and dealer network activity to be coordinated through our regional offices

Qualification & Experience:

• The ideal person will be self-motivated organised with a high attention to detail and dedication to consistently producing excellent quality work on time and on budget.
• Understanding of the cost of quality
• Engineering Degree qualified or equivalent
• Problem-solving experience.
• Understanding of Quality Control systems
• Previous experience in Quality and Production (preferably automotive/OEM).
• Aftersales relevant experience
• Experience of inspection operations
  A knowledge of Quality tools and processes is essential.
• Familiar with Lean manufacturing methods and techniques
• A full clean driving license
• Statistical analysis of data.
• Root cause analysis activities.
• Computer & IT Literate
• Excellent written and verbal communication skills

Behaviours:

• Demonstrates behaviours of our core values:Unity Trust Openness Ownership & Courage
• Good interpersonal skills able to collaborate in teams and achieve objectives.
• Structured organised and logical in approach.

Grade: 8

Hiring Manager: Edgar Van Os

Belong at Aston Martin

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The post holder will be required to comply with all policies and procedures issued by and on behalf of Aston Martin Lagonda ltd