Primary FunctionThe NAWH Quality Engineer is responsible for ensuring that products and processes within the division meet established quality standards and customer requirements. This role analyzes failure data to identify product and process improvements and collaborates with internal teams and suppliers to reduce warranty costs while improving customer satisfaction. The NAWH Quality Engineer plays a key role in ensuring our water heater products meet or exceed performance expectations throughout their lifecycle.
ResponsibilitiesData Analysis & Reporting- Analyze claim data to identify patterns in product failures, components with high replacement rates, and seasonal trends.
- Identify common installation or usage issues contributing to warranty calls or claims and recommends training or policy changes.
- Provide feedback to product development teams for design improvements that reduce warranty incidents.
- Monitor Field Failure Analysis findings and ensure that analyses are conducted properly and on time.
- Monitor key quality metrics (PPM, scrap, rework, warranty costs per unit, COPQ
- Design and generate weekly, monthly and quarterly warranty performance reports for management and cross functional team.
- Provide ad hoc reports for specific components, models, or issues.
- Work with IT/Business Analysts to improve data availability automation for reports and analysis.
Customer Quality Support/Continuous Improvement- Serve as an internal liaison for customer quality concerns.
- Lead or participate in Lean/Six Sigma projects to reduce defects and improve efficiency.
- Participate in cross-functional root cause investigations for high-cost failures (e.g., tank leaks, control board failures).
- Facilitate quality issues meetings to drive awareness and effective action.
- Visit customers in coordination with Sales in order to improve customer experience.
Quality Systems Management:- Drive standardization of quality practices across the division.
- Ensure that the quality function responsibilities are properly executed within AO Smith New Product Development process
- Maintain and improve the division's Quality Management System (QMS) in compliance with ISO 9001 and other applicable standards.
- Conduct internal audits and support external audits.
QualificationsEducation & Experience- Bachelor's degree in Business, Engineering, Quality, or related field preferred.
- 5+ years in quality assurance, or technical service-preferably in the appliance, HVAC, or plumbing industry.
- Experience working with SAP/CRM systems.
- Experience with ISO standards, PPAP, APQP, and statistical process control.
- Six Sigma Black Belt.
Performance Metrics- Warranty rates for product categories (goal: year-over-year reduction).
- Reduction in repeat failure claims.
- Service call rates reduced year-over-year.
Skills & Competencies- Strong analytical skills with ability to interpret technical failure data.
- Understanding and ability to perform statistical analysis.
- Proficiency in Microsoft Excel (pivot tables, charts, tables, macros), Smartsheet and Minitab.
- Understanding of water heater components, operation, and installation practices (a plus).
- Excellent communication skills to work with technicians, suppliers, managers, and cross-functional teams.
- Creating and presenting of Microsoft PowerPoint presentations to groups of people.
- Excellent communication and interpersonal abilities.
- High attention to detail and accuracy in recordkeeping.
- Tableau and/or Power BI proficiency
- Proficiency in quality tools (FMEA, 8D, SPC, DOE, COQ, MSA, AQP, PPAP, etc.)
Preferred- 2+ years in warranty administration and claims processing software.
- Experience with tank and tankless water heater products.
- Familiarity with plumbing codes and standards related to water heaters.
- ASQ Certified Quality Engineer (CQE)
- Six Sigma Master Black Belt experience.
- Lean Manufacturing/TPS experience.
EducationBachelor's Degree in Engineering or Business Management
We OfferCompetitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.
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