Complaint Management Engineer

What challenges can you expect?

Summary:

Manage and coordinate investigations, documentation, communications, pareto reporting, and issue resolution, regarding customer complaints related to products, services, and shipments, manufactured, sold, and/or serviced by Reinhausen Manufacturing Inc. (Humboldt, TN). Primary tools include SAP (MRP system), MS Office applications, engineering principles and analysis, 8D methodologies, and inter-departmental communications. Must also strive to maintain established KPI’s related to the complaint process (I.e., “Yes We Care” / YWC).

Essential Duties:

Investigate and report on issues related to various customer complaints including technical, logistical, service-related, etc. issues against products and services originating from RM’s Humboldt, TN facility. Also requires extensive management of data and analysis related to these complaints. Other duties include continuous improvement activities, participation in audits (both external and internal), organizing internal meetings to discuss and resolve issues related to complaints, attending periodic meetings (both internal and external), and other duties as assigned.

Environment:

Office environment with some visits to the production floor for investigation work

Physical Demands:

The employee is required to regularly use hands, fingers, operate controls such as computer equipment and is required to communicate clearly with all employees across the company. Some use of small tools and some lifting may be required as necessary to complete complaint investigations.

Position Type and Expected Hours of Work:

This is a regular full-time position with a minimum of 40 hours per week.  

Travel:

This position may require minimal travel within the US and possibly overseas (Germany)

What do we expect from you?

QUALIFICATIONS/EXPERIENCE:

• Product experience (including mechanical, electrical, and chemical, considerations related to various products intended for the power utility or similar industry)
• MRP experience (SAP experience preferred)
• MS-Office tools experience
• Technical writing (significant experience writing and reading technical reports)

Preferred Education:

• Bachelor’s degree in engineering or related field (or equivalent in experience)
• 5-10 years of experience in engineering (mechanical and electrical), manufacturing, quality, and 8D methodologies

Competencies:

• Self-motivated (willingness to maintain daily & continuous improvement efforts independently)
• Communication skills (possess good and timely verbal, written, and computer communication)
• Innovation (ability to generate ideas aimed at problem solving or data management)
• Learning (willingness to engage in continual learning related to products and services)
• Analyzing (ability to collect, prioritize, report, and utilize data related to investigations / reports)
• Discipline (good work ethic, and ability to work effectively independently when required)
• MS Office Tools (ability to use create and use Excel spreadsheets, Outlook, MS-Teams, etc.)
• SAP MRP system (ability to navigate data searches and data entry in various T-codes)
• Organizational skills (ability to consistently and effectively manage priorities, data, time, and communications, to provide timely, accurate, and important information to both internal and external stakeholders

This position will report to the Complaint Manager in Humboldt with some dotted line responsibility to MR in Germany.