Specialist, Quality Assurance Customer Support (Remote)

Company: Pratt Whitney
Location: East Hartford
Posted on: June 14, 2022

Job Description:

Pratt & Whitney is working to once again transform the future of flight-designing, building and servicing engines unlike any the world has ever seen. And because transformation begins from within, we're seeking the people to drive it. So, calling all curious.

Come ready to explore and you'll find a place where your talent takes flight-beyond the borders of title, a country or your comfort zone. Bring your passion and commitment and we'll welcome you into a tight-knit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry that's evolving fast to the future.

Innovation through diversity of thought. At Pratt & Whitney, we believe diversity of thought enables creativity, innovation, and a foundation for inclusion. By fostering an inclusive culture, we accept a shared accountability and responsibility to recognize, sponsor, coach, hire and promote talent equally. We welcome our employees to be their whole - best - selves at work because trust, respect and integrity, are a part of our DNA.

At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond?

Quality Assurance Customer Support Specialist, Pratt & Whitney Group Quality
1st shift position (remote with limited requirements to come on site)

The Quality Assurance Customer Support (QACS) Team manages the investigation process for customer complaints across military and commercial programs. QACS coordinates with quality engineers in the module centers who investigate the complaints, disposition the hardware, and perform a root cause and corrective action analysis before QACS will concur with the findings and close out the investigation. QACS reports the findings back to the customer facing teams for the external customer.
QACS's Mission is to ensure P&W's Quality signature exceeds our customer expectations, by partnering and collaborating with the Module and Engine Centers on customer returned material to ensure robust root cause and corrective actions.

Key Responsibilities:

• To be the liaison between the customer facing teams and the quality engineering investigation teams to ensure that investigations are following process and result in effective Corrective Action
• Ensure QN documentation is complete and to standard
• Mentor the clinics on usage of the customer complaint dashboard metrics and investigation and RCCA process
• Coordinate with the customer facing teams to ensure timely return of hardware and report back on the findings of the investigation in a timely manner
• Enhance the process for customer complaint investigations by continuously improving speed, efficiency, clarity, and compliance
• Identify systemic drivers and opportunities and organize teams to drive complaint escapes down
• Review of shop cosmetic defects for disposition of QN's based on customer experience and projected acceptance
• Maintain procedures, standard work and training material for the QACS process
• Monitor customer complaint metrics to drive down QN closure times
  Basic Qualifications:
  
  • Bachelor's Degree with 5+ years of experience working in Quality or a related technical role within manufacturing, procurement, operations or customer support OR 3+ years of experience working in Quality or a related technical role within manufacturing, procurement, operations or customer support with an Advanced Degree
  • Proficient in Root Cause & Corrective Action
  • US Citizenship required due to government contracts
    Preferred Qualifications:
    
    • BS in Engineering preferred
    • Knowledge of Quality Management Systems and MRB
    • A strong knowledge in SAP P10, QN tasking, management and closure
    • Ability to deploy CORE tools to drive business process improvement
    • Ability to mentor & teach robust root cause and corrective action analysis
    • Basic understanding of the Quality and Module Center organization and ability to build relationships and network across organizations
    • Ability to interface with any level of Management
    • Leadership by influence
    • Communication skills
    • Independent work skills
    • Focus on results
    • MS Office proficiency
    • Basic understanding of various engine programs and components
    • Engineering/Technical skills (Drawing interpretation, understanding nonconformances, Manufacturing/Assembly etc.)
    • Willingness to learn customer contractual and regulatory requirements
      What is my role type?
      
      In addition to transforming the future of flight, we are also transforming how and where we work. We've introduced role types to help you understand how you will operate in our blended work environment. This role is:
      
      Remote: Employees who are working in Remote roles will work primarily offsite (from home).
      
      Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee's personal responsibility.
      
      Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Keywords: Pratt Whitney, East Hartford , Specialist, Quality Assurance Customer Support (Remote), Other , East Hartford, Connecticut