Job Description

The role of a Pre-Analyst - Control Tower is critical in ensuring effective communication between the customer and the company, particularly in the context of product quality and service issues. Here's a breakdown of the key responsibilities and tasks associated with this position: 

1. Voice of the Customer (VOC):

• Utilizing various sources of customer feedback such as warranty information, parts return data, and service reports to understand customer experiences and concerns.
• Actively listening to customer feedback to identify patterns, trends, and recurring issues. 

2. Issue Identification and Triage:

•  Analyzing data to identify emerging issues and potential problems with products or services.
• Prioritizing identified issues based on severity, impact on customers, and potential risks to the company.
• Triaging issues promptly and efficiently to ensure they are addressed by the appropriate stakeholders. 

3. Problem Statement Development:

• Crafting detailed and comprehensive problem statements for identified issues, including all relevant information gathered from customer feedback and data analysis.
• Ensuring that the problem statement clearly defines the issue, its impact on customers, and any relevant context or background information. 

4. Issue Resolution Support:

• Collaborating with cross-functional teams, including product development, engineering, supplier and manufacturing quality, and customer service, to facilitate issue resolution.
• Providing support and guidance to issue owners throughout the resolution process, including assisting with problem-solving and decision-making as needed.
• Monitoring the progress of issue resolution efforts and providing regular updates to stakeholders on the status of open issues. 

5. Continuous Improvement:

•  Participating in regular meetings and discussions to review performance metrics, identify opportunities for improvement, and implement enhancements to the issue management process.
• Proactively seeking feedback from stakeholders, including customers and internal teams, to identify areas for improvement and refine processes for capturing and addressing customer concerns. 
• Overall, the Pre-Analyst plays a crucial role in ensuring that customer issues are promptly identified, thoroughly understood, and effectively addressed, ultimately contributing to improved product quality, customer satisfaction, and brand loyalty.

Qualifications:

• Bachelor's degree or higher in Engineering
• 5 + years of experience in engineering, manufacturing, supplier operations, or quality
• Strong verbal and written communication skills are necessary for effectively conveying complex technical information, problem statements, and resolutions to stakeholders at all levels of the organization
• Ability to collect and synthesize data into meaningful information indicates proficiency in data analysis, which is crucial for identifying trends, patterns, and emerging issues from customer feedback and operational data
• Excellent interpersonal skills are important for collaborating with cross-functional teams, communicating with customers, and building effective working relationships with stakeholders
• Strong organizational skills are required for managing multiple tasks, prioritizing issues based on severity and impact, and ensuring timely resolution
• Problem-solving capabilities
• Microsoft Office experience-Intermediate