Position Overview:
We are seeking a highly skilled and experienced EMS Technical Communication and Customer Support Subject Matter Expert (SME) to join our team. The ideal candidate will have a strong background in technical communication, root cause corrective action (RCCA), and experience in handling Tier 1 customers in the electronics manufacturing industry. They will play a pivotal role in ensuring effective communication with customers, driving RCCA processes, and providing exceptional support to Tier 1 customers.
Key Responsibilities:
1. Serve as the primary point of contact for Tier 1 customers, ensuring timely and effective communication regarding technical issues, project updates, and customer inquiries.
2. Facilitate RCCA processes for internal and external quality issues, leading cross-functional teams to identify root causes, implement corrective actions, and prevent recurrence.
3. Prepare and deliver technical presentations, reports, and documentation to communicate RCCA findings, corrective actions, and performance improvements to customers and internal stakeholders.
4. Collaborate with Tier 1 customers to understand their technical requirements, specifications, and quality standards, and ensure alignment with internal processes and capabilities.
5. Proactively identify opportunities for process improvements, cost reductions, and efficiency enhancements to meet or exceed customer expectations and drive customer satisfaction.
6. Lead regular meetings and conference calls with Tier 1 customers to review project status, address concerns, and identify opportunities for collaboration and partnership.
7. Coordinate customer audits, visits, and on-site meetings, providing technical expertise, support, and documentation as needed to ensure successful outcomes.
8. Work closely with internal departments, including engineering, quality assurance, production, and supply chain, to address customer requirements and resolve technical issues in a timely manner.
9. Develop and maintain strong relationships with Tier 1 customers, serving as a trusted advisor and advocate for their needs within the organization.
10. Stay informed about industry trends, emerging technologies, and best practices in electronics manufacturing, and share insights with customers and internal teams to drive innovation and continuous improvement.
Qualifications:
1. Bachelor’s degree in engineering, Business Administration, or related field; advanced degree preferred.
2. 8 years of experience required in technical communication, RCCA, and Tier 1 customer support in the EMS industry.
3. Strong technical aptitude and ability to understand complex engineering concepts, manufacturing processes, and quality systems.
4. Excellent written and verbal communication skills, with the ability to articulate technical information clearly and concisely to both technical and non-technical audiences.
5. Proven experience in leading RCCA processes, conducting root cause analysis, and implementing corrective actions to address quality issues.
6. Demonstrated success in managing relationships with Tier 1 customers, understanding their needs, and delivering exceptional customer service and support.
7. Ability to work effectively in a fast-paced, deadline-driven environment, managing multiple priorities and stakeholders simultaneously.
8. Proficiency in project management tools, customer relationship management (CRM) software, and Microsoft Office suite.