Director, Global Customer Quality Silver Spring Networks
Provide high level SSN Quality representation with SSN customers, meter partners and third party partners. Be the ?Manufacturing? representative of SSN and ?Voice of the Customer? for supporting customers/partners product quality issues escalation and corrective action management to recover and maximize customer satisfaction. Develop and manage all global reverse logistics business processes and physical product logistics associated with Return Material Authorizations (RMA). Provide product failure analysis and repair within Service Level Agreements (SLA), maximizing customer satisfaction. Manage installed base data input, customer/partner field product reliability and warranty performance tracking and reporting to customers/partners and SSN Finance. Drive internal within SSN Continuous Process Improvement initiatives.
Customer & Partner Facing:
Customer & Partner issues escalation (HW & FW), communication, and corrective action management with focus on recovering and maximizing Customer Satisfaction, providing 8D Supplier Corrective Action Reports
RMA SLA performance measurement for current customers/contracts
Customer specific Field Reliability and RMA data collection and reporting, monthly, quarterly, Quarterly Business Review visits
Develop Extended Warranty customer proposals, help sell
RFP contract proposal review and issues resolution relating to reverse logistics
Reverse Logistics, RMAs:
RMA logistics process management in support of Customers/Partners
Develop new RMA business processes, logistics, and import/export partnerships for each new country SSN enters
RMA Failure Analysis at Contract Manufacturers, root cause analysis within CMs and at SSN, corrective action management, provide feedback into Manufacturing and Engineering, Oracle transactions, and manage material disposition not returned to customers
Product returns logistics to Customer/Partners with Failure Analysis, within SLAs, supporting Remedy communications
Making business decisions/trade-offs to maximize Customer Satisfaction
Installed Base & Finance Support:
Installed Base management, product shipment, RMA tracking and reconciliation within Oracle
Metrics reporting on Field Reliability by product, FCO events, ongoing Weibull analysis, Warranty predictions, Quarterly input to Finance
Continuous Process Improvement:
Drive CPI to address business process and product quality issues across SSN cross functional teams and partners.
BA Business, or BS Electronics, Mechanical, or Industrial Engineering. Advanced technical or business degree is desired.
Minimum of 10 years of experience in high technology electronics, in areas of business, engineering, manufacturing or quality.
Additional minimum of 5 years of experience in quality management of people and quality related business processes, with extensive representation of the company with customers, suppliers, and/or partners, addressing company quality policies and product quality escalation issues.
Knowledgeable in modern quality management philosophy and best practices, with demonstrated success in implementation.
Demonstrated excellent communication, program management, and people management skills within a fast paced company environment.
Willingness to travel US and international approximately 20% of the time.
Redwood City, California, United States
||575 Broadway Street |
Redwood City, CA 94063