CCH Teardown Technician

About the Role

We empower employees to create a better future by upholding safety standards, solving complex problems, continuous improvement, and fostering inclusivity. Every part and every voice matters. The Customer Claim Handling (CCH) Teardown Technician supports the Quality and Engineering teams by investigating customer-returned products, assemblies, and components through detailed teardown inspections and documentation to identify failure modes, determine potential root causes, and improve product quality and reliability.

Responsibilities

• Customer Return & Claim Processing
  • Receive and process customer-returned materials and RMAs.
  • Verify returned products and claim information against customer complaint documentation.
  • Prioritize investigations based on customer requirements, urgency, and business needs.
  • Maintain accurate and timely records within the claim management system.
  • Ensure proper identification and traceability of returned products, components, and supporting documentation.
• Teardown & Failure Analysis
  • Perform systematic disassembly and teardown of returned products, assemblies, and components.
  • Conduct visual, dimensional, and functional inspections to evaluate product condition and potential failure points.
  • Identify damaged, worn, defective, or non-conforming components.
  • Collect, label, and preserve evidence or components requiring additional analysis.
  • Utilize measuring tools, gauges, and testing equipment to support investigations.
  • Safely operate hand tools and power tools during teardown activities.
  • Follow established teardown procedures, work instructions, and safety requirements.
• Documentation & Reporting
  • Create detailed teardown and investigation reports, including photographs, measurements, observations, and inspection results.
  • Clearly document identified failure modes and suspected or potential root causes.
  • Maintain accurate traceability of inspection results, evidence, components, and returned materials.
  • Communicate investigation findings to Quality, Engineering, and other appropriate teams.
  • Ensure documentation is accurate, organized, and completed within required timelines.
• Quality & Continuous Improvement
  • Support Root Cause and Corrective Action (RCCA) investigations.
  • Assist Quality and Engineering teams with problem-solving activities using methodologies such as:
    • 5 Why
    • 8D
    • Fault Tree Analysis (FTA)
    • Fishbone / Ishikawa Analysis
  • Provide teardown findings and physical evidence to support corrective and preventive actions.
  • Identify recurring failure patterns or trends and communicate concerns to appropriate personnel.
  • Support continuous improvement initiatives related to product quality, manufacturing processes, and customer satisfaction.

Requirements

Required Qualifications

• Previous experience in quality inspection, manufacturing, mechanical assembly, repair, teardown, or a related technical environment.
• Strong mechanical aptitude and ability to understand how mechanical components and assemblies function.
• Ability to read and interpret engineering drawings, specifications, and technical documentation.
• Ability to safely operate hand tools and power tools.
• Experience using measuring and inspection equipment.
• Proficiency with Microsoft Office, including Word, Excel, and Outlook.
• Strong attention to detail and ability to accurately document findings.
• Effective written and verbal communication skills.
• Strong organizational and time-management skills.
• Ability to prioritize multiple investigations and meet established deadlines.
• Ability to work independently while collaborating effectively with Quality, Engineering, Manufacturing, and other departments.

Preferred Qualifications

• Experience with customer claims, warranty investigations, RMAs, or failure analysis.
• Experience in a manufacturing or automotive-related environment.
• Familiarity with root cause analysis and corrective action methodologies such as 5 Why, 8D, FTA, or Fishbone Analysis.
• Experience using digital claim management or quality management systems.

Physical Requirements

• Ability to stand, walk, bend, reach, and perform hands-on mechanical work for extended periods.
• Ability to safely handle products, assemblies, components, tools, and inspection equipment.
• Ability to perform repetitive teardown, inspection, and documentation activities.
• Ability to wear required personal protective equipment (PPE) and follow all applicable safety procedures.