Product Support Technician

Under the general direction of product engineers, this person will be responsible for product testing, prototype builds, testing, and writing of test reports. This person will assist in the preparation, build, and shipping of customer samples, and the creation of rough draft APQP documents and supporting materials.

Essential Duties and Responsibilities:

• Ability to manage multiple tasks to on-time completion.
• Ability to work individually or as part of a team to complete product testing for multiple product lines.
• Conduct product evaluation of competitor samples and conduct product life testing.
• Manage prototype and sample room ( Engineering Lab). Completing regular cleaning, processing samples and archival system of prototypes, samples, and competitive samples.
• Create process documentation and aids from Engineering information to facilitate manufacturing.
• Enter and maintain the Bill of Materials and include information on each component such as part number, a detailed description, etc in the computer system.
• Issue ECN's to all of the necessary personnel once the change has been implemented per ECN procedure.
• Assist in maintaining or developing new BOMs for outsourced furniture.
• Provide troubleshooting training to customer service representatives on import and domestic grills as necessary to assist customers.
• Help create APQP documents and support materials for changes to current product and launch of new products.
• Receive/ record incoming samples from other countries in order to execute all testing requirements.
• Responsible for logging all samples in a database for an organization.
• Maintain product specifications, QA specification sheets, product weights & dimension database.
• Assist with SolidWorks drawings as needed.
• Assist in proofing owner's manuals and labels.
• Support and comply with Quality Management System.
• Manage the documentation for all Engineering Change Requests ( ECR) and Engineering Change Notice ( ECN).
• Construct Parts ID Sheets as necessary for grills and send to appropriate suppliers.
• Manage test lab and lab equipment within preventative maintenance program.
• Manage QA inspection data with suppliers to include providing approval for shipment or rework instruction for rejections.
• Responsible for keeping up to date on ANSI/ BIFMA testing standards and procedures.
• Responsible for keeping up to date on retailer testing protocol requirements from 3P labs.
• Authority and responsibility to stop processes for imminent safety concerns.
• Authority and responsibility to stop processes and shipments for quality concerns.
• Participate in training as required.
• All other duties as assigned.

Knowledge, Skills, Attributes for this Position:

• 2yr Tech Degree OR equivalent knowledge gained through experience.
• Requires technical knowledge of all products in regard to development, assembly, and components. Must be very specific and detailed in all work functions to help ensure effective products for high customer satisfaction. Incumbents of this position must understand the link between successful job completion and departmental strategy in regard to customer satisfaction.
• Personal Characteristics:
  
  • Good communication skills for coordination with co- workers.
  • Good organizational skills in order to maintain all product documents.
  • Self- Motivated.
  • Willing to take initiative.
  • Be able to take on many projects at once.
  • Great computer skills and proficiency in Microsoft Office.

This position will serve as the backup to the ECN coordinator and will process change requests and notify all parties once implemented. Additionally, this position provides technical documentation support for Engineering such as but not limited to reports, presentations manufacturing instructions, and aids.