Quality Technical Analyst

Ref: AH/ 2000265

Location: Cambridge

Salary: to 35k + bens

Based at our client's Cambridge HQ, this important role interfaces with their offices around the globe

Purpose of Role:

  • Administrate the RMA front end and back end processes
  • Coordinate RMA process improvements with the Analysis Lab
  • Support the Sales Engineering teams with the management and analysis of the Customer Complaints Data Base (CAP/CCDB)
  • Conduct training in the RMA system – both internally / with customers
  • Technically support the Sales Engineers with data, information reports, systems admin and bulletins
  • Compile and present routine reports at the request of Sales Engineering / Core teams / Management
  • Analysis of return and complaint data to help identify trends and root causes of problem
  • To work with Project Mgt and improvement teams to help the systematic reduction of complaints and RMAs
  • To lead improvement initiatives where applicable

Key Accountabilities:

  • Produce and develop daily, weekly and monthly RMA reports
  • Educate Sales Engineers, managers and customers in the Complaints and RMA systems
  • Manage the front end (authorisation) of the RMA process
  • Co-ordinate return or replacement of customer product under warranty. Ensure the customer is notified of analysis results
  • Monitor RMA and other support processes to make sure that the key SLA are on target and corrective action plans are put into place if SLA is off target
  • Liaise with the Analysis teams in UK and China and become the pivotal communication link to the regions
  • Take leadership in key complaints and improvement projects
  • Become involved in some of the improvement training initiatives undertaken by the department

Qualification, skills and experience:

Strong IT skills

  • Experienced in Microsoft Word and PowerPoint and ideally have experience in updating web pages
  • Strong Excel skills – pivot tables, charts and formulas

Data Analysis

  • Ability to produce reports and analyse results for trends
  • Ability to understand technical and financial data and reports

Personal Skills:

  • Must have excellent telephone skills with both customers and internal staff
  • Must be able to express complex issues in simpler terms
  • Develops role and own responsibilities. Takes initiative for action and communicating
  • Ability to work across functions and as a key part of the Quality team. Ability to lead change initiatives and problem solving teams

Questor is acting as an employment agency in relation to this advert. Due to the effectiveness of online advertising and the response levels that it can generate, it is often impossible for us to respond to every applicant. As a professional company we gladly welcome applications from persons of any age and background and do not intend to discriminate with advert text and terminology.


01767 683583

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