American Standard

  • Consumer Care & Quality Analyst - IOT

    Job Locations US-NJ-Piscataway
    Posted Date 3 weeks ago(10/1/2018 3:25 PM)
    Job ID
    2018-2392
    # of Openings
    1
    Category
    Marketing
  • Overview

    Happy consumers are critical to the business success of our connected products and to improve quality & consumer experience continuously, we are currently looking for a Consumer Care and Quality Analyst for connected products.

     

    The newly established LWTA Internet of Things business is launching its first connected products: GROHE Sense and GROHE Sense Guard which together with GROHE ONDUS app/cloud in North America provides the smart comprehensive water security system for detecting and preventing water damages at home both for consumers to enjoy peace of mind and professionals to achieve more consumer satisfaction.


    Based in our Piscataway office you will be responsible to monitor the complete consumer experience for Grohe Sense and Grohe Sense Guard and your responsibilities will expand to all products within the newly established Internet of Things business. You will have the opportunity to help us develop our connectivity consumer experience for all connected products starting from Grohe Sense and Grohe Sense Guard. We focus on fast continuous improvement learning and implementing rapid change adapting to new opportunities on our exciting journey.

    Responsibilities

    • Receive and handle consumer contacts and support via phone, emails and social media and troubleshoot for software, App and hardware questions based on failure tree and FAQ.
    • Support the team in optimizing consumer support and refine failure tree and FAQ’s.
    • Work closely with Grohe consumer experience team in Germany to address complicated consumer technical questions.
    • Support the setup of processes throughout the consumer lifecycle in cooperation with product management and IT using Salesforce and CRM tools.
    • Develop Quality management tools and processes to achieve consumer satisfaction
    • Define consumer care KPIs and success measures, all summarized in a quality update to share with management
    • Create and implement training for a wider technical consumer service team
    • Drive positive feedback and reviews from consumers for our connected products

    Qualifications

    • You are a self-starter and motivated person who likes to work on a newly established business and are comfortable navigating a path in an undefined environment
    • You have experience in quality and consumer care for smart products including software (cloud, firmware, etc.)
    • You have a Bachelor degree in engineering or a technical field
    • You are obsessed by continuous improvement and consumer satisfaction
    • You have strong analytical and communication skills
    • You are consumer and service oriented and possess moderation competencies
    • You bring a high degree of self-initiative combined with fact-based decision-making

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