Summary: Incumbent, under moderate supervision, is responsible for managing the quality/sustaining areas of products after commercial launch. Will interface with customers to manage all logging and tracking of issues including necessary software fixes, problems resulting from after market accessories, design problems, etc. Will define and implement processes for resolving issues and will be responsible for driving necessary resources for successful completion of resolution.
Essential Duties and Responsibilities: • Interacts with all levels within organization and within customer organizations to identify and track product issues. • Responsible for sustaining quality of post launch products through driving resources toward effective resolution of product failures or issues. • Tracks performance of products by utilizing project management tools, methods, and scheduling. • Creates processes and procedures to ensure and expedite resolution of product issues. • Manages processes established by driving resources to ensure that quality of products are sustained.
Background/Experience: • Bachelors Degree, from an accredited college or university, or equivalent work experience in the telecommunications industry. • Should have a minimum of 5~7 years experience in a quality or wireless telecommunications position and long-term customer contact and relationship building. • Must have experience setting up Quality/Sustaining engineering processes and procedures. • Previous experience with OEM handset products, a combination of CDMA and GSM, and project/product management skills. • Experience researching and resolving customer technical complaints and issues.
Top Skills:
Microsoft Office(Excel, PowerPoint), Communication, Statistics
Pay Transparency: The typical base pay for this role across the U.S. is: $43.00 - $48.00 per hour. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience and the benefits package you select. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, 10 paid days off, 401(k) plan participation, commuter benefits and life and disability insurance.
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