Hardware Failure Analysis Engineer – Electronics

About the role

The Product Quality Engineer will join the In-Market Quality Team for Hearing NA, investigating, diagnosing, and analyzing product HW, SW and system complaints and returns to solve customer problems and drive product improvements.

Responsibilities

• Use hands-on troubleshooting techniques, test systems and tools, data-driven insights, and structured problem-solving methods to understand and verify reported symptoms, trends, issues, and alleged product deficiencies.
• Support new product launches by leading specialized quality monitoring activities and high priority investigations, including coordination and routing of relevant returns, symptom reproduction, and investigations into product issues and alleged defects.
• Identify product quality improvements and support/drive discussions and actions in cooperation with Operations and Research & Development.
• Lead and/or assist in implementation of new tools, methods and processes to aid in device and system level troubleshooting, symptom reproduction and case investigations.
• Solve customer problems by working across functions including Sales, Operations, R&D, Global Quality, and NA customer-facing teams to understand, investigate and resolve customer complaint issues.
• Manage and update complaint cases in Salesforce.com and utilize GN Hearing’s ERP system and other available systems and tools to support customer complaint investigations and product returns.
• Assist in In-market Quality related document updates in compliance with change control process.

Competencies

• Customer focused, passionate & purpose driven
• Strong critical thinking and problem-solving skills
• Analytical and pragmatic with a strong ability to identify and drive quality improvements through data driven and fact-based approaches
• Excellent oral and written communication skills, interpersonal skills, and stakeholder management skills
• Ability to work well and engage with others in a team environment, as well as independently
• Self-driven, curious minded, goes beyond expectations and has a “can do” attitude and entrepreneurial spirit
• Ability to work as needed under high pressure and tight deadlines, excellent time management skills
• Highly organized and results driven

Required Education

Engineering degree in electrical

Preferred Education

Bachelor’s degree in engineering or mechanical engineering

Required Experience

2+ years’ experience including hands-on investigations of product returns and fault identification in consumer electronics, microelectronics or high-tech medical products and technologies (e.g., rechargeable batteries, mobile phone connectivity, audio, hearing aids or earbuds, etc.)

Preferred Experience

• Experience working with quality methodologies and systems such as A3, FMEA, NCR, and CAPA
• Experience working in a regulated environment (ISO 13485:2016, ISO 9001, FDA QSR)
• Data analysis experience

Location

Must be in Minnesota (Not Negotiable)

Other

Direct Reports: N/A
Indirect Reports: N/A