Root Cause Analysis & Investigation

• Lead and facilitate complex root cause analysis investigations for product failures customer complaints and service-related incidents
• Apply structured problem-solving methodologies (8D 5 Why Fishbone/Ishikawa FMEA etc.)
• Coordinate cross-functional investigation teams to gather data analyze trends and identify root causes
• Document findings with detailed technical reports and presentations for stakeholders

Problem Resolution & Continuous Improvement

• Develop and implement effective corrective and preventive actions (CAPA)
• Track and verify the effectiveness of implemented solutions
• Drive closure of quality issues and ensure lessons learned are communicated across the organization
• Establish metrics and KPIs to measure RCA effectiveness and impact on product quality

Cross-Functional Leadership

• Partner with Engineering Manufacturing Quality Field Service and Customer Support teams
• Facilitate RCA review meetings and ensure timely resolution of issues
• Mentor team members on RCA methodologies and best practices
• Act as subject matter expert for problem-solving techniques

Customer & Stakeholder Management

• Interface with customers during critical product issues requiring RCA
• Provide regular updates to leadership on investigation status and findings
• Support customer-facing teams with technical expertise during escalations
• Ensure customer satisfaction through timely and thorough issue resolution

Leadership & Communication

• Strong leadership presence with ability to influence without direct authority
• Excellent written and verbal communication skills
• Ability to present complex technical information to diverse audiences
• Skilled in facilitating productive team discussions

Analytical & Problem-Solving

• Exceptional analytical and critical thinking abilities
• Detail-oriented with strong investigative skills
• Ability to synthesize large amounts of data into actionable insights
• Creative problem-solver with systematic approach

Personal Attributes

• Customer-focused mindset
• Strong sense of urgency and accountability
• Resilient under pressure during critical situations
• Continuous learning orientation
• Collaborative team player

  Working Conditions

  • Office-based with potential for hybrid/remote work arrangements
  • May require occasional travel to customer sites manufacturing facilities or field locations (up to 20%)
  • Must be available for urgent escalations and crisis situations
  • Some flexibility in hours may be required to support global operations