SUMMARY

Serves as main technical contact within KCI’s Service Operations and supports Authorized Service Centers (ASC’s) and Kyocera’s Distribution Centers with all technical and QA issues. Supports KCI’s Service Center Account Manager’s (SAM’s) and/or Sales Operations initiatives. Assures QA processes are followed at ASC’s and Kyocera’s Distribution Centers.

REQUIREMENTS

• Bachelors degree in ME, EE or Computer Engineering, or equivalent experience.
• Knowledge of Six Sigma Green or Black Belt principles quality concepts, Lean manufacturing principles
• 3+ years of work in consumer electronics repair operations in a technical role
• Bilingual in Spanish and or Japaneses (preferred)
• Working with a Japanese company (preferred)
• Working knowledge of RF test equipment and cell phone software loading tools.

KEY RESPONSIBILITIES

• Tracks prototype product performance and enhancement issues as they relate to field
• Conducts test execution, troubleshoots failures and validates phone hardware
• Auditing and monitoring of KCI’s ASC’s for compliance of testing requirements and business reporting processes
• Responsible for set-up and production of reflash and or re-work projects at our Kyocera DC’s
• Responsible for technical issues needing support at our DC’s used for pack-out
• Ensures all new platforms are ready to be supported in the field
• Provide feedback to development teams on Design For Serviceability issues
• Works with KCJ service team to ensure timely delivery of factory deliverables needed to support product in the field.
• Review parts needed for field use and rework
• Performs line buy-offs for all new products at ASC’s
• Validates field tools are ready to support product in the field
•  Familiarity with software requirements and test plans as they apply to customer handset configuration
• Works with Quality/Sustaining team on researching field issues found post launch
• Ensures ASC’s and DC’s are following QA Processes
• Audits FAI’s at DC’s to ensure customer compliance
• Assists with programming/flashing of handsets used for customer acceptance
• Maintains online field documentation information including, TSB’s, Service Manuals, S/W and phone configuration files
• Validates technical need for addition of new service parts or repair processes to existing service model
• Works with Kyocera Japan on development/testing of phone tools used for field testing and reflash
• Works with development teams on creation of customer specific phone programming files
• Coordinates field initiatives w/Service Account Managers and ASC’s as needed
• Delivers a variety of hands-on training for ASC’s/Carriers  to ensure a quality service network and adherence to KCI’s service and quality standards
• Drives quality improvement/corrective action initiatives at the ASC level
• Requires regular travel to ASC’s and distribution centers as well as regular conference calls with Japan during their normal business hours
• Performs other duties as assigned

WORK ENVIRONMENT/PHYSICAL DEMANDS/SAFETY CONSIDERATIONS

• Works in an office environment
• Some travel required