Residential Customer Quality ENG II

As a Residential Customer Quality ENG II, you directly report to the Manager of Commercial Technical Services. This person will be charged with compiling, analyzing, and coordinating all manufacturing design and production-based field observation reports. They will act as a direct liaison for our customers to the engineering, product management, and various other teams in relation to Residential product quality. They will also be responsible for creating reports and published communications for internal and external usage.

Residential Customer Quality ENG II will lead the Residential Technical Services requirements for the Salesforce based information collection. They will work closely with the manufacturing quality team and Norman Engineering team and any customers or affiliated groups as necessary. In addition, the candidate will provide leadership and mentorship to other team members and business associates, to foster the Continuous Improvement culture throughout the organization.
 

We are seeking a detail-oriented Residential Customer Quality ENG II to join our team in Norman, United States. In this role, you will be responsible for ensuring the highest quality standards for our Residential customers, utilizing your analytical skills and customer-focused approach to drive continuous improvement in our products and processes.

• Develop and implement quality assurance protocols and procedures for residential customer projects
• Conduct thorough quality inspections and audits to ensure compliance with customer specifications and industry standards
• Analyze quality data and metrics to identify trends, issues, and opportunities for improvement
• Collaborate with cross-functional teams to resolve quality-related problems and implement corrective actions
• Prepare and present detailed quality reports to management and customers
• Lead root cause analysis investigations for quality issues and customer complaints
• Provide technical support and guidance to internal teams on quality-related matters
• Continuously improve quality processes to enhance customer satisfaction and operational efficiency
• Stay up-to-date with industry quality standards and best practices

• Bachelor's degree in Engineering, Quality Assurance, HVAC, or related field
• 7-15 years of experience in residential technical service or support function or a related role, preferably in a residential  customer-facing environment
• Proficiency in salesforce, Microsoft products, voice of the customer data collection
• Strong analytical skills with experience in statistical analysis and data interpretation
• Expertise in root cause analysis and problem-solving techniques
• Proficient in using data analysis software and quality management tools
• Excellent technical writing skills for preparing reports and documentation
• Strong communication and interpersonal skills for interacting with customers and cross-functional teams
• In-depth knowledge of quality assurance practices in residential and industrial settings
• Familiarity with relevant industry standards and customer quality requirements
• Ability to work independently and as part of a team in a fast-paced environment
• Attention to detail and commitment to maintaining high-quality standards

All your information will be kept confidential according to EEO guidelines.