Driven by the passion to improve quality of people's lives, WS Audiology continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.
What you will do Handling of 1st and Additional Investigation (If needed) device investigations to ensure timely resolution of a customer reported issue. Ensure appropriate documentation of the investigation in the complaint file. and escalation of issues to other groups as necessary Conducts and leads complaint related device history reviews, returned product laboratory evaluations and various qualities of products rejected by clients/customers related to investigate complaints. Coordinates complaint data compilation and reports investigation results to Complaint Handling. If needed, further investigation and reports to SME (RND, Engineering and Stakeholders) for root cause identification and validation. Under general supervision this person proposes improvements to methods for inspecting, testing and evaluating complaint-related product; maintains failure analysis test tools, fixtures, and equipment; proposes improvements to tests and methods to locate, reproduce, identify, and analyze complex part failures; and analyzes design, reliability, or yield issues to determine the root cause of their failure. Develop and maintain training material/procedures for the complaint device investigation processes Supports continuous improvement initiatives for complaints and overall business. Participates in related projects assigned by management e.g. Designated Complaint Unit, Incident Management, Knowledge Management and Complaint Investigation Management Communicate and escalate investigation results and facilitate failure investigation decision process. Collaborates with key quality and business partners to ensure full investigation of product quality issues. Supports complaint investigation process in internal and external regulatory inspections. Adhere to safety and environmental policy and procedures, and supports department safety and environmental objectives - Familiar with Audio Analyzers, Minitab, SEM equipment, XRAY and FTIR, experience with Arduino programming (C++, Python) is an advantage - What you bring Experience Bachelor's degree in a science, engineering or technical field is required A minimum of 5 experience in failure analysis Experience in trouble shooting and investigation techniques such as failure analysis using equipment's and tools appropriate to identify root cause is preferred (i.e electronic bench-test equipment - oscilloscopes, pulse and signal generators, power supplies, DC source/measure. P ersonal competencies Experience in Hearing Aid industry is an advantage Experience developing and implementing investigation strategies is preferred. Ability to write and communicate clearly, including generating and presenting well-written reports is required. Demonstrated ability to work effectively with cross-functional teams for complaint investigation and root cause analysis is required. Able to multi-task with an established track record of meeting milestone schedules is required. Demonstrated leadership skills and ability to work in environments with fluctuating and competing environments is required. Strong communication, organizational, and interpersonal skills.
Who we are At WS Audiology, we provide innovative hearing aids and hearing health services.
Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.
With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.
Sounds wonderful?We can't wait to hear from you.
WS Audiology is an equal-opportunity employer andcommitted to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.
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