American Standard

  • Associate Manager Consumer Care & Quality IoT

    Job Locations US-NJ-Piscataway
    Posted Date 3 weeks ago(10/30/2018 4:19 PM)
    Job ID
    2018-2537
    # 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 an Associate Manager Consumer Care and Quality  for IoT 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 customer complaints and troubleshoot based on failure tree.
    • You support the team in optimizing customer complaints and creating detailed failure tree and FAQ’s.
    • Work closely with Grohe customer experience team in Germany to address complicated customer complaints
    • You support the setup of processes throughout the customer lifecycle in cooperation with product management and IT using Salesforce and CRM tools.
    • Develop Quality management tools and processes to achieve customer satisfaction
    • Define KPIs and processes how to reach targets, all summarized in a quality update to share with management
    • Create and implement training for a wider technical customer service team
    • Support product management in the new category of IoT in creating product roadmap, user stories and launch material

    Qualifications

    • We are looking for a self-starter and motivated person who likes to work on a newly established category and is comfortable navigating a path in an undefined environment
    • You have experience in quality and customer experience for smart products including software (cloud, firmware, etc.)
    • Bachelor degree in engineering or a technical field
    • You are obsessed by continuous improvement and customer satisfaction
    • You have strong analytical and communication skills
    • You are customer and service oriented and possess moderation competencies

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