广州招聘

POSITION SUMMARY

Ensure/increase customer satisfaction through efficient resolution of customer complaints, providing assistance to customers and/or associates who support customers, driving product and service improvements through data analysis, and continual improvement activities. Actively participate in managing and maintaining the ISO 9001 registered quality system.

Under minimal supervision the incumbent will have frequent contact with other Zebra Associates in Quality Assurance, Engineering, Manufacturing, Purchasing, Repair, and Technical Support for timely and accurate complaint resolution, data analysis, effectiveness of corrective/preventive actions resulting from incumbent's analysis, and presentation of summary data.

The incumbent will also have frequent contact with Zebra's suppliers and customers. The Quality Systems Engineer uses his or her expertise to document information on customer complaints, conduct analyses, determine root causes, report findings, and make recommendations for corrective and preventive actions. The position will play a key role in managing and maintaining the ISO 9001 registered quality system within the facility they are assigned to. These activities involve significant judgment and the ability to work with minimal supervision for un-reviewed action or decision.

PRINCIPAL ACCOUNTABILITIES

1. Customer Satisfaction

• Customer Complaints

o Capture of incidents of customer complaints.

o Investigation of complaints based on criteria such as severity and volume.

o Drive resolution and closure of complaints through the appropriate process owner(s).

o Identification of timely and effective corrective and/or preventive actions.

o Appropriate communication of the nature of customer complaints and their respective resolutions.

• Field performance

o Analysis of key field and in-house failures identifying the root cause.

o Formulates effective corrective and/or preventive actions based on root causes found during failure analyses.

• Customers' Perspective of Zebra Technologies

o Working with the appropriate business functions, develops methodologies to extract field intelligence on customers' perspective of Zebra Technologies.

• Satisfactorily completes customer surveys and audits in a timely manner.

2. Capture and translate data on customer complaints into useful information that can be readily used by Zebra management to help make fact-based decisions. Key aspects of this include:

• On-time delivery of reports.
• Accurate, concise information arranged in easily discernable formats.
• Identification of the vital few issues for management concern and action.
• Tracking of trends other key attribute.
• Creation of ad hoc reports as requested.
• Provide feedback on potential corrective and preventive actions to appropriate personnel.

3. Provide a key role in maintaining and managing of the ISO 9001 Registered Quality Management System (QMS):

• Participate in internal audit functions.
• Training of authors, auditors and new employees.
• Work with associates from all functional areas to achieve timely and effective resolution to all identified non-conformances and observations - from both external audits as well as from internal audits.
• Maintain general awareness and understanding by all employees.
• Continual improvement of ISO 9001 Quality Management System.

4. As directed by the Corporate Manager Quality Systems, assist with the management of external quality related certifications such as China's CCC, etc.

5. Working with the Corporate Manager Quality Systems, perform quality training as required.

6. Perform other duties as assigned.

MINIMUM EDUCATION, WORK EXPERIENCE AND SKILL REQUIREMENTS

• Extensive knowledge, skill, and ability in personal computer, Microsoft application software, Oracle database applications, and enterprise-wide databases.
• BS degree, preferral in engineering degree
• 3-5 years related experience
• Working knowledge and experience with ISO 9001 Quality Management System.
• Successful completion an ISO 9001 RAB or equivalent QMS training course.
• Excellent verbal and written communication skills
• Excellent data analyses and statistical skills.
• Ability to manage multiple priorities in a fast paced environment.
• Ability to travel frequently

About Zebra
With the unparalleled visibility Zebra (NASDAQ: ZBRA) provides, enterprises become as smart and connected as the world we live in. Real-time information – gleaned from visionary solutions including hardware, software and services – give organizations the competitive edge they need to simplify operations, know more about their businesses and customers, and empower their mobile workers to succeed in today’s data-centric world. For more information, visit *************. Follow us on LinkedIn, Twitter and Facebook.