Zonal Electrical & Electronics Manager

• Communicate effectively with team and stakeholders.
• Be open-minded and willing to take on new tasks.
• Participate in zonal activities.
• Ensure prompt support for all Electrical & Electronics (E&E) issues for AO.
• Ensure BCD compliances are met (NGPI).
• Conduct Failure Investigation and Analysis (DFSEs).
• Enhance dealer service and technical capability.
• Conduct proactive visits as part of Customer Relationship Management (CRM).
• Support key initiatives around panels with improvements in capability.
• Improve capability on the panel side.
• Foster synergy between all internal stakeholders for business growth.
• Lead the investigation of product or system problems, understand causal mechanisms, and recommend appropriate actions.
• Support failure analysis processes on common failure modes (e.g., PIR, CCR, HTD, TSR).
• Document the results of diagnostic and repair actions clearly and concisely in the appropriate database.
• Share acquired knowledge with other teams through Knowledge Management System (KMS), Quick Serve Online (QSOL) tickets, training, etc.
• Provide onsite technical expert resource support when required.
• Provide technical input for policy discussions and decisions.
• Ensure territories are well informed through regular communications and scheduled meetings across teams/functions/customer groups.
• Investigate complex emerging issues and deliver robust technical solutions.
• Assist in field action campaigns and Infant Care or Value Package Introduction (VPI) Programs when needed.
• Promote safety with the objective of injury-free living.
• Improve capability across the board through coaching, mentoring, and training Field Service Engineering to support customers more efficiently.
• Provide product and customer support in the field while liaising during escalations to Technical Territory Manager (TTM)/Engineering for product improvements and fixes.
• Implement non-complex Step 3 improvements without approval and complex Step 3 fixes after gaining appropriate approvals.
• Apply and support product problem-solving processes such as the Seven-Step Problem Solving Approach.

Qualifications:

• College, university, or equivalent degree in Engineering, or related field is highly preferred or relevant experience equivalent required.
• This position may require licensing for compliance with export controls or sanctions regulations.

Competencies:

• Field Investigation and Support: Gathers and communicates technical information to resolve issues quickly and to customers satisfaction.
• Product Failure Reporting and Corrective/Preventive Action Systems: Leads processes to record, prioritize, and resolve product failures.
• Product Problem Solving: Solves product problems using a process that protects the customer and prevents reoccurrence.
• Technical Customer Management: Manages technical aspects and ensures customer business continuity.
• Being Resilient: Rebounding from setbacks and adversity.
• Collaborates: Building partnerships and working collaboratively.
• Communicates Effectively: Delivering clear communications tailored to different audiences.
• Customer Focus: Building strong customer relationships and delivering solutions.
• Drives Results: Achieving results consistently.
• Manages Complexity: Solving complex problems effectively.
• Resourcefulness: Deploying resources efficiently.
• Diagnostics Application: Developing troubleshooting plans and validating repairs.
• Service Documentation: Capturing and verifying technical information accurately.
• Technical Escalation: Managing technical issue escalations and ensuring timely resolution.
• Values Differences: Recognizing the value of diverse perspectives and cultures.

Skills and Experience:

• Intermediate level of relevant work experience required.
• Prior experience in a technical role is preferred.
• Strong communication skills with team and stakeholders.
• Open-mindedness and willingness to take on new tasks.
• Experience in zonal activities and prompt support for E&E issues.
• Knowledge of BCD compliances (NGPI).
• Expertise in Failure Investigation and Analysis (DFSEs).
• Ability to enhance dealer service and technical capability.
• Proficiency in CRM and proactive visits.
• Experience in supporting key initiatives around panels and improving capability.
• Ability to foster synergy between internal stakeholders for business growth.