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Zobility · 12 hours ago

Control Tower Pre-Analyst

Auburn Hills, MI

Full-time

Onsite

Senior Level

5+ years exp

Zobility is a workforce management and staffing division of RGBSI, a multi-national corporation. The Pre-Analyst - Control Tower role is essential for ensuring effective communication between customers and the company, focusing on product quality and service issues.

Human ResourcesIndustrial AutomationMachine Learning

Responsibilities

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

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

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

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

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

Qualification

Data analysisEngineering degreeMicrosoft OfficeElectrical experienceProblem-solvingWiring knowledgeVerbal communicationWritten communicationInterpersonal skillsOrganizational skills

Required

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