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Customer Returns Engineer

  • Salary: £96 - £112 per day
  • Job type: Contract
  • Location: Luton, Bedfordshire
  • Sector: Mechanical Engineering
  • Date posted: 22/01/2018
  • Job reference: J380364A

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Customer Returns Engineer

6 Months

£14 p/hour


This new contract role will run for 6 months+ and is Luton based. The successful candidate will work with water metering products and therefore need to have both mechanical and electrical engineering backgrounds. The role will involve analysis of the returned product, fault finding and creating reports. The successful candidate needs to be computer literate and have experience with SAP.

Responsible for:

Conducting timely examination, evaluation and providing written report for the analysis of customer returns. Determining root cause, establishing corrective actions, raising warranty order form for approval as applicable and completing the customer report accordingly in line with the business management system. Provide key support for after sales service team in relation to special projects/activities as required. Provide key support for manufacturing operations, such as conducting sample functional flow testing, such as Qp & Q4 in line with business practices. Conducting customer dispute meter testing, in line with Sales contractual requirements.

Main purpose of role:

a) Conduct evaluation and provide analysis report of returned goods to validate warranty claims. The product range covers the full range of Elster BUW portfolio. Work with Design, QA, Operations & Supply Management personnel in order to recommend changes to product and/or process in line with analysis findings. Compile data within our MRP system and raise Warranty Order Approval Form as applicable and organise warranty replacements with Sales accordingly. Typically, we need to reply to customer within 10 day lead time.
b) Raise issues with Suppliers as applicable, in relation to product returns in line with business processes and ensure effective resolution for customer.
c) Maintain good positive customer relations, providing resolutions with timely effect.
d) Provide key support for after sales service team for special projects as requested.
e) Visiting of customer sites as required
f) Participate in activities relating to product/process improvement teams and new product introduction accordingly.
g) Conduct functional testing and analysis of dispute meter returns.
h) Working with Design department on testing, correlating and presenting data accordingly.
i) Management of customers own property (COP), ensuring safe storage, return and disposal of product accordingly
j) Conduct manufacturing sample functional testing as applicable

Key Responsibilities:

* Manage customer returns with timely effect, maintaining strong customer/supplier relations.
* To evaluate returned product against original specification and establish root cause failure mode and corrective actions accordingly
* Complete analysis report and issue to Customer accordingly
* Resolution of warranty claims
* Complete records of analysis reports accordingly
* Analysis of failure modes (trends and patterns) to highlight issues to QA, Supply Management & Design accordingly
* Conduct sample functional testing of manufactured product
* Provide key support to after sales service team
* Administration duties associated with job role
* Capture return details within SAP accurately, and directly in line with HPS PPM Policy
* Provide input for NPI programmes and problem solving analysis, as applicable

Knowledge and skills desired:

1. Ability to work in a team and under own initiative
2. Ability to conduct electronic and mechanical fault finding
3. Able to use software for electronic meter reading/analysis
4. Understanding of SAP system
5. Able to read and understand Drawings and Bills Of Material
6. Root cause fault finding analysis to component level
7. Good communication skills, both oral and written
8. Customer liaison experience
9. Time management
10. PC Literate
11. Collection and input of data
12. Mechanical and Electronics Engineering
13. Understand Quality Systems (such as ISO9000)

Please submit your CV in the first instance.