What are the responsibilities and job description for the Control Tower Pre-Analyst - Propulsion System position at FCA?
The role of a Pre-Analyst in Stellantis North America - Control Tower is critical in ensuring effective communication between the customer and the company, particularly in the context of product quality and service issues. Here's a breakdown of the key responsibilities and tasks associated with this position:
Voice of the Customer (VOC):
Utilizing various sources of customer feedback such as warranty information, parts return data, and service reports to understand customer experiences and concerns.
Actively listening to customer feedback to identify patterns, trends, and recurring issues.
Issue Identification and Triage:
Analyzing data to identify emerging issues and potential problems with products or services.
Prioritizing identified issues based on severity, impact on customers, and potential risks to the company.
Triaging issues promptly and efficiently to ensure they are addressed by the appropriate stakeholders.
Problem Statement Development:
Crafting detailed and comprehensive problem statements for identified issues, including all relevant information gathered from customer feedback and data analysis.
Ensuring that the problem statement clearly defines the issue, its impact on customers, and any relevant context or background information.
Issue Resolution Support:
Collaborating with cross-functional teams, including product development, engineering, supplier and manufacturing quality, and customer service, to facilitate issue resolution.
Providing support and guidance to issue owners throughout the resolution process, including assisting with problem-solving and decision-making as needed.
Monitoring the progress of issue resolution efforts and providing regular updates to stakeholders on the status of open issues.
Continuous Improvement:
Participating in regular meetings and discussions to review performance metrics, identify opportunities for improvement, and implement enhancements to the issue management process.
Proactively seeking feedback from stakeholders, including customers and internal teams, to identify areas for improvement and refine processes for capturing and addressing customer concerns.
Overall, the Pre-Analyst plays a crucial role in ensuring that customer issues are promptly identified, thoroughly understood, accurately defined, and effectively addressed, ultimately contributing to improved product quality, customer satisfaction, and brand loyalty.
Basic Qualifications:
Bachelor's degree or higher in Engineering is preferred
5 years of experience in engineering, manufacturing, supplier operations, or quality. Experience in the propulsion systems with focus on transmissions systems is preferred
Strong verbal and written communication skills are necessary for effectively conveying complex technical information, problem statements, and resolutions to stakeholders at all levels of the organization
Ability to collect and synthesize data into meaningful information indicates proficiency in data analysis, which is crucial for identifying trends, patterns, and emerging issues from customer feedback and operational data
Experience in using and developing PowerBI tools are preferred
EOE / Disability / Veteran
At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability. Diverse teams will allow us to better meet the evolving needs of our customers and care for our future.
Our benefits reflects the FCA commitment to helping you reach your personal and professional goals. In addition to an environment that promotes career development, we offer benefits for a healthy lifestyle and a rewarding future, designed to take care of you and your family, in various stages of life.
As a global company, our employee packages will vary by country, customary norms and the legal entity into which you are hired.
Voice of the Customer (VOC):
Utilizing various sources of customer feedback such as warranty information, parts return data, and service reports to understand customer experiences and concerns.
Actively listening to customer feedback to identify patterns, trends, and recurring issues.
Issue Identification and Triage:
Analyzing data to identify emerging issues and potential problems with products or services.
Prioritizing identified issues based on severity, impact on customers, and potential risks to the company.
Triaging issues promptly and efficiently to ensure they are addressed by the appropriate stakeholders.
Problem Statement Development:
Crafting detailed and comprehensive problem statements for identified issues, including all relevant information gathered from customer feedback and data analysis.
Ensuring that the problem statement clearly defines the issue, its impact on customers, and any relevant context or background information.
Issue Resolution Support:
Collaborating with cross-functional teams, including product development, engineering, supplier and manufacturing quality, and customer service, to facilitate issue resolution.
Providing support and guidance to issue owners throughout the resolution process, including assisting with problem-solving and decision-making as needed.
Monitoring the progress of issue resolution efforts and providing regular updates to stakeholders on the status of open issues.
Continuous Improvement:
Participating in regular meetings and discussions to review performance metrics, identify opportunities for improvement, and implement enhancements to the issue management process.
Proactively seeking feedback from stakeholders, including customers and internal teams, to identify areas for improvement and refine processes for capturing and addressing customer concerns.
Overall, the Pre-Analyst plays a crucial role in ensuring that customer issues are promptly identified, thoroughly understood, accurately defined, and effectively addressed, ultimately contributing to improved product quality, customer satisfaction, and brand loyalty.
Basic Qualifications:
Bachelor's degree or higher in Engineering is preferred
5 years of experience in engineering, manufacturing, supplier operations, or quality. Experience in the propulsion systems with focus on transmissions systems is preferred
Strong verbal and written communication skills are necessary for effectively conveying complex technical information, problem statements, and resolutions to stakeholders at all levels of the organization
Ability to collect and synthesize data into meaningful information indicates proficiency in data analysis, which is crucial for identifying trends, patterns, and emerging issues from customer feedback and operational data
Experience in using and developing PowerBI tools are preferred
EOE / Disability / Veteran
At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability. Diverse teams will allow us to better meet the evolving needs of our customers and care for our future.
Our benefits reflects the FCA commitment to helping you reach your personal and professional goals. In addition to an environment that promotes career development, we offer benefits for a healthy lifestyle and a rewarding future, designed to take care of you and your family, in various stages of life.
As a global company, our employee packages will vary by country, customary norms and the legal entity into which you are hired.
