Complaint Management Coordinator

What challenges can you expect?

Summary

Manage and coordinate investigations, relevant documentation, communications, pareto reporting, issue resolution, and investigation reports, 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), various 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). The integration and use of MS Power Platform and Copilot Studio into processes of Complaint Management will include some degree of automation and knowledge preservation (related to issue resolutions and data analysis). 

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. As corporate goals encourage a move toward digitalization, the duties of this position will also include the use (and maintenance) of an internal complaint management FAQ chatbot (utilized for quickly obtaining answers to technical questions from various departments involved with front-line customer support). 

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:

• MRP experience (SAP experience preferred)
• MS-Office tools experience
• Technical writing (significant experience writing and reading technical reports)
• Problem-solving skills involving deep investigations across multiple topics, departments, and products

Preferred Education / Equivalent Work Experience:

• Bachelor’s degree in engineering, computer science, (or equivalent in experience), and/or a BA in business (with experience in a manufacturing environment)
• 5-10 years of experience in one (or more) of the following: engineering, manufacturing, quality, customer problem solving, programming for business, MS Power platform and Copilot Studio, and/or preferably some combination of the above
• Product experience (including mechanical, electrical, computer, chemical, and industry standards considerations related to various products intended for the power-utility or related industries) is preferred but not mandatory

Preferred Additional Skills:

Familiarity with Microsoft Copilot Studio and Power Platform products (I.e., Power Automate, Power BI, AI Builder, Microsoft Dataverse, etc.)

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 and implement ideas aimed at problem solving or data management)
• Learning (willingness to engage in continual learning related to products, services, processes, and continuous improvement)
• 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 Excel, Outlook, Word, MS-Teams, etc.)
• SAP MRP system (ability to navigate data searches / data entry in SAP or similar MRP system)
• 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