Returns Investigator Engineer

The Returns Investigation Engineer will provide hands-on expertise and drive troubleshooting and analysis of product returns and data to identify failure mechanisms at the device and ecosystem level. Through teamwork and cross-team collaboration, this critical role will provide insights and solutions that will solve real customer problems and reduce returns.

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Troubleshoot physical devices, in different ecosystems (HW, SW, connected devices) to identify true failure mechanisms
• Establish and continuously improve processes and work instructions for identification of true failure mechanisms
• Train the product quality team in identification of physical troubleshooting and identification of failure mechanisms
• Document, report and track failure mechanisms and their return rate impact.
• Conduct hands-on investigation of product returns across functions to understand causes for device return failures, identify actions and propose viable solutions and design modifications.
• Gather and analyze device failure data to identify trends; report data to cross functional teams and use trends to influence priorities and problem solving.
• Contribute to the continuous improvement of product & services design & verification, and supply chain processes with the target of returns reductions.
• Continuous learning and technical development: keep technical knowledge/skills current; effectively apply specialized system/product knowledge and skills to improve capabilities for investigations and analysis.
• Provide leadership, training and technical guidance to quality technicians and colleagues as needed.

Competencies (Knowledge and Skills needed for this position.)

• Enthusiastic interest and ability to understand and improve complex technical systems
• Previous experience with within troubleshooting and identification of failure mechanisms
• High persistence, drive and passion to understand underlying issues with product
• 100% self-driven, quickly establishes network with peers across the organization to facilitate the investigations all the way through. Continuously prioritizes based on severity for the customer.
• Passion to work daily with hearing products and services to positively impact people’s lives through tangible improvements
• Customer focused, focused & purpose oriented; strong motivation to improve product quality and reliability.
• Ability to facilitate technical analysis and pragmatic problem solving with strength in identifying and driving quality improvements through data driven and fact-based approaches.
• Proven critical thinking and problem-solving skills
• Comprehensive understanding of data analysis and data visualization; experience working with large datasets and applying statistical methods to gain insights.
• Good oral and written communication skills, technical writing skills, interpersonal skills, and stakeholder management skills
• Desire and proven capability to work collaboratively and engage in cross-functional team environments, as well as ability to work individually as needed
• Motivated, curious minded, goes beyond expectations and has a “can do” attitude and forward thinking mindset. Ability to identify value and achieve results with limited or incomplete information.
• Ability to work as needed under high stress and tight deadlines, effective time management skills
• Highly organized and motivated

Desired Qualifications
Required Education:

• Bachelor’s degree in engineering, technical discipline or equivalent work experience

Experience:

• Minimum of 5 years experience in Quality, R&D or Operations functions troubleshooting technical issues and problem solving in hardware device and electronic product systems
• Understanding of operations and R&D processes in electronics or medical device industry.
• Lean or Six Sigma experience highly desirable
• Experience working with ERP systems
• Comprehensive knowledge of Microsoft Office: Excel, Word and Power Point, Outlook, Teams

Other Information
Direct reports: N/A
Indirect reports: N/A

Working Environment:
Manufacturing facility and office environment

Physical Demands:
Sitting, standing, lifting, bending, reaching, no more than 20 lbs.
Position Type and Expected Hours of Work:
Full-time position + Monday-Friday

About Us
At ReSound, people with hearing loss are at the heart of what we do. In an ever-smarter world, we think big and challenge the norm so that we can transform lives through the power of sound. A life that empowers you to hear more, do more and be more than you ever thought possible.

What We Offer
As a leading medical device manufacturer, we value our employees and offer competitive wages and benefits including:
- Generous Benefits including PTO and Paid Holidays
- 401k with Company match
- Paid Parental Leave & Transition Back to Work Benefits
- Company HSA Contributions
- Free Hearing Aids for Family Members

Equal Opportunity Employer
GN Hearing is an equal opportunity/affirmative action employer committed to cultural diversity in the workplace. GN Hearing openly supports and is fully committed to the recruitment, training and promotion of all individuals, without regard to race, color, creed, religion, national origin, ancestry, sexual orientation, disability, age, gender, maternity, marital status, status with regard to public assistance or any other classification protected by state, federal or local law or ordinance. Founded in 1869, GN group today operates in more than 90 countries across the world and has more than 6,000 employees. View The EEO is the Law poster and its supplement.

E-Verify
GN Hearing / ReSound participates in E-Verify. View the E-Verify poster here. View the Right to Work poster here.

Disability Accommodation
If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected]. This email is provided for the purpose of supporting applicants who have a disability that prevents them from being able to apply online. Only emails received for this purpose will be returned. Emails left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

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Location: MN, Bloomington