Returns Manager jobs in Appleton, WI

Location:  Onsite at Kohler, WI

Opportunity

This technician’s role is one that would be within the quality group of electronics with a focus on intelligent toilets. The main portion of this role will be managing, analyzing, and recording field returned products.

This includes learning and reviewing the customer file within Salesforce and from that data physically evaluating the complaints on the returned products. Analysis will go as deep into the products as possible although will commonly end at finding the root part causing the failure.

Selected candidate would also be required to record, analyze, and present the failures that are found and be able to answer questions related to each failure. The role will also include smaller responsibilities focusing on training, field repairs, as well as creation of decision trees.

Specific Responsibilities

• Receive, organize, and record field returns for the electronics group before inspection.
• Review return reasoning based on Salesforce, 3C Data, & ASR (Automatic Speech Recognition) Comments.
• Based on return reason setup & test each returned part or full units using basic troubleshooting methodology.
• A/B Part Swapping
• Fishbone
• 5 Why
• Create and maintain a proper system to record failure modes that can be easily understood and shared (Excel, Power Bi, Etc.).
• Compile and analyze data on a reoccurring basis and assist in meetings/discussion with plants regarding failures.
• Analyze and note information regarding our Authorized Service Representatives and pass information found to ASR Management.
• Occasional creation of documentation including but not limited to service instructions, technical bulletins, Decision Trees, etc.
• Occasional interaction and meetings with customer service managers/supervisors and their direct reports.
• Occasional need to assist in training with customer service & authorized service representatives on proper troubleshooting and diagnostics.
• Limited occasions may need to assist with field troubleshooting and repairs when needed.
• Assist in other Quality needs within the WIDC including but not limited to rework, special selects, inventory counts, etc.