Reporting to the Quality and Field Service Manager, the Customer Quality Technical Support position interfaces directly with external customers to provide technical support, while working internally to correct quality issues. Good communication skill and technical knowledge are the foundation of this position.

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Maintain positive and professional relationships with customer contacts.
• Work closely with customers and production department to create, facilitate, and resolve quality issues using the corrective action process. This will include coordination of on-site repairs with field service contractors.
• Reference technical requirements, quality standards, engineering drawings, work instructions and service procedures.
• Facilitate customer-requested production part approval process (PPAP) or change request with the organization and send back to the customer.
• Record, analyze, facilitate containment and respond to non-conformance reports and corrective action request from customers.
• Establish and implement quality procedures and specifications, work instructions, testing procedures, and standards for fabrication, assembly, and finished product created by customer dissatisfaction.
• Manage the product warranty process with customers and the internal warranty management policy.
• Compile, analyze and positively affect quality performance data and customer scorecards for effectiveness of the quality system.
• Develop process control procedures to ensure finished products meet all quality and customer specifications and requirements.
• Manage customer RMA’s, credits and debits along with communication to the finance team.
• Provide technical assistance to other departments along with customers. This may include occasional visits to customers.
• As part of the AROW Global team you will need to understand the AROW Business System policy and objectives and how you affect conformance to them.

• Associate degree and/or 3-5 years of experience directly related to quality or customer service.
• Superior understanding of quality systems and processes.
• Understanding of root cause analysis and problem-solving methodology.
• Strong communication and analytical skills.
• Willingness to travel intermittently and possibly on short notice.
• Ability to work effectively in a fast-paced environment.
• Understanding of measuring instruments.
• Knowledge of Bill of Materials structure and ability to read engineering prints.
• Experience using an Enterprise Resource Planning (ERP) system; knowledge of IFS is preferred.
• Working knowledge of Microsoft Office programs.
• Experience in manufacturing environment preferred.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or touch objects, tools, or controls. The employee is frequently required to sit. The employee is occasionally required to stand, walk, talk, or hear.

AROW is an Equal Opportunity and Human Rights Employer and complies with Federal and State/Provincial regulations at all U.S. and Canadian locations.

The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.