Control4
  • Draper, UT, USA
  • Full Time

Medical, Dental, Vision, STD, LTD, Life Insurance, 401(k) with employer match, and more.


Imagine controlling your homes lighting, audio/video, security system, and more all in one place.  That technology is already here and now you have an opportunity to work for the global market leader in smart home automation, Control4.

If you pride yourself on finding ways to improve product quality to high levels than we have a challenge for you.  Do you have what it takes to improve our already LOW return rates even lower?  Can you decrease it another 0.25% or 0.50%?

In this NEW position for Control4 you will be responsible for the teams daily responsibilities/workflow, coaching, hiring, training, and more for seven RMA Technicians who evaluate returned products.  You will be responsible for department planning, coordinating returns with dealers, analyzing hardware to determine root cause for returns, developing standard operating procedures (SOP), and analyzing data from inspection reports. 

You'll use Tableau to analyze data trends to determine which products have the highest return rates to help us identify where we can improve.  We'll be looking to you to run reports, manipulate and analyze data, present the information to department Directors and make recommendations on how we can decrease returns.

Using that data, you'll be responsible for escalating quality problems and working with external manufacturers and development partners to find a resolution. You'll also work with our purchasing department in evaluating suppliers for compliance to Control4's quality standards.

ITEMIZED DESCRIPTION OF DUTIES:

  • Diagnose issues in returned products to drive quality improvements.
  • Process returns in a timely matter to minimize RMA inventory
  • Plans and coordinates work, trains, motivates, monitors and evaluates performance of RMA associates.
  • Evaluate, troubleshoot, test, and repair customer returned product to component level.
  • Ability to communicate defect and root cause information to engineering, customers, tech support and suppliers
  • Read schematic diagrams and follow test procedures.
  • Test, repair and integration of home automation and entertainment wireless, audio and Wi-Fi systems
  • Ensures RMA data is recorded accurately and resolves any issues regarding returned products.
  • Oversees the timely movement of RMA products to ensure units are processed in a timely manner and that RMA inventory levels are minimized.
  • Complies with safety procedures by ensuring materials are stored in a space saving manor.
  • Develops and recommends annual budget requirements for the RMA areas.
  • Anticipate and request funding for future personnel requirements.
  • Understand use and assure application of closed loop corrective action activities.
  • Ensures a safe work environment is created and maintained at all times.
  • Organizational skills, multitasking abilities, and attention to detail.
  • Understand use and assure completion of documentation of results from test & inspection activities
  • Working closely with other departments to support return of repaired products to dealers
  • Supports Sales and Tech Support teams with inquiries regarding RMA's
  • Supports Incoming Quality Inspection team with tester issues/concerns
  • Supports new product development inspection

NEEDED SKILLS AND EXPERIENCE:

  • Work with development team to review & understand electrical and mechanical design and components to ensure effective testing
  • Work with RMA and development teams to reduce product returns
  • Must be proactive and able to work independently

MINIMUM QUALIFICATIONS:

  • Bachelor Degree in Electronics, Certificate of Completion of Technical School or experience in related discipline
  • Must be versatile and be able to adapt to new situations and applications
  • Basic computer skills required including Windows, Excel, and Word
  • 2 to 3 years Supervisory experience
Control4
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