Quality Claims Specialist / ISO Auditor - LEDVANCE

About the Position

This unique position will support both the Customer Quality Management (CQM) Team with warranty claims as well as support the organization with ISO audits and programs.

You will support the CQM team by reviewing and responding to warranty replacement requests and product safety and liability claims through resolution, fielding and discussing technical issues, answering questions from internal and external customers on status of warranty claims. This position will be responsible for approving warranty payments within the limits described in the process. This position will work closely with the Head of Government Affairs and our Product Engineering team with ensuring our newly launched products meet federal, regional and local regulations. This position will also function as lead auditor for our ISO 9001 and ISO 14001 programs at our HQ facility.

Customer Quality Engineering Support

You will provide secondary support to our customer quality engineering team with resolving customer claims through applying resolution within our written warranty terms as quickly and efficiently as possible to meet our customers’ needs while remaining fiscally accountable. Claim management includes communicating resolution to customers and sales representatives for those accounts. You will work closely with relevant manufacturing teams to share analysis trends and product feedback to improve future products.

Assignments may include:

• Provide first level phone or email technical support to provide updates on the claim status
• Respond to customers product safety inquiries and liability claims involving our product via email or phone communications.
• Respond to customers and team members questions regarding product quality, certification, expected performance, etc.
• Ensure that all claims handled are appropriately reported within Customer Quality Management.
• Managing extended warranty submittals and risk tracking
• Review stock for obsolete product to insure it is reserved for future warranty claims as well as managing risk reviews through an established process for extended warranty requests.
• Regularly administer data review and analysis of customer claim data, return data and reviews
• Assess warranty hold quantities before the product is sold, and reserve stock for warranty use.

Regulatory and Auditing

You will work closely with the Head of Government Affairs and our Product Engineering team with ensuring our newly launched products meet federal, regional and local regulations. You will also function as lead auditor for our ISO 9001 and ISO 14001 programs.

Assignments may include:

• Maintain product launch certification matrix, used to identify required product certification and compliance regulations
• Enter and/or update the Department of Energy and National Resources of Canada (nrCAN) submissions for reporting requirements of regulated products.
• Support the Internal ISO 9001/14001 corporate and internal audits, including follow up, with ability to lead future audits.
• Manage continuous improvement program as a result of the audit.
• Assist in ISO 14001 monthly activities for headquarters
• Maintain and manage improvement actions for quality and HQ business processes

In this entry level role you will be exposed to several business functions, teams and levels of our organization which include different business locations. Experience in our quality team will prepare you for many growth opportunities within our organization nationally and globally.

Requirements and Qualifications:

• Bachelor’s degree in business or engineering or similar fields of study
• Preferred candidate will have a minimum of 1 year of experience
• Awareness with ISO 9001-2015 and ISO 14001 standards
• Demonstrated ability to work within a team structure with cross-functional relationships.
• Experience with SAP is a plus and Microsoft Office Suite is required
• Must have excellent written and verbal communication. Communications must be in English with concise verbiage that leaves no ambiguity and requires no review / editing prior to submittal directly to customers.
• Auditing experience is a plus
• Previous lighting experience is a plus

Additional Information:

• Relocation and/or work sponsorship are not available with this position.
• Position is located in Wilmington, MA and is Monday – Friday, standard business hours
• A minimum of 3 days per week in the office is required
• Domestic travel is limited to 1-2 business trips per year