Product Quality Engineer

Position Overview

As a member of the In-Market Quality Team for Hearing NA, you will investigate, diagnose, and analyze product HW, SW and system complaints and returns to solve customer problems and gain insights for driving product improvements and the reduction of cost of poor quality. The Product Quality Engineer will work across groups and departments to support and ensure efficient and effective processes for In-Market Quality.

(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Use hands-on troubleshooting techniques, test systems and tools, data-driven insights, and structured problem-solving methods to understand and verify reported symptoms, trends, issues, and alleged product deficiencies.
• Support new product launches by leading specialized quality monitoring activities and high priority investigations. This includes coordination and routing of relevant returns, symptom reproduction and investigations into product issues and alleged defects, understanding failure modes, and the collection and compilation of related device data, including tracking of effectivity of improvements.
• Solve customer problems by working across functions including Sales, Ops, R&D, Global Quality, and NA customer-facing teams to understand, investigate and resolve customer complaint issues.
• Identify product quality improvements and support/drive discussions and actions in cooperation with Ops and R&D.
• Lead and/or assist in implementation of new tools, methods and processes to aid in device and system level troubleshooting, symptom reproduction and case investigations.
• Troubleshoot technical problems at a system level across hardware, software, and system accessories/components and provide structured insight to drive product and customer quality improvements.
• Manage and update complaint cases in  and utilize GN Hearing’s ERP system and other available systems and tools to support customer complaint investigations and product returns.
• Assist in In-market Quality related document updates in compliance with change control process.

(Knowledge and Skills needed for this position.)

• Customer focused, passionate & purpose driven
• Strong critical thinking and problem-solving skills
• Analytical and pragmatic with a strong ability to identify and drive quality improvements through data driven and fact-based approaches.
• Excellent oral and written communication skills, interpersonal skills, and stakeholder management skills
• Ability to work well and engage with others in a team environment, as well as independently
• Self-driven, curious mind, goes beyond expectations and has a “can do” attitude and entrepreneurial spirit.
• Ability to work as needed under high pressure and tight deadlines, excellent time management skills
• Highly organized and results driven

Bachelor’s degree in engineering or equivalent

Engineering degree in electrical or mechanical engineering

3-5 years’ experience including hands-on investigations of product returns and fault identification in consumer electronics, microelectronics or high-tech medical products and technologies (e.g., rechargeable batteries, mobile phone connectivity, audio, hearing aids or earbuds, etc.) Experience working with quality methodologies and systems such as A3, FMEA, NCR, and CAPA Experience working in a regulated environment (ISO 13485:2016, ISO 9001, FDA QSR) Data analysis experience

Direct reports: N/A

Indirect reports: N/A

Manufacturing facility and office environment

Sitting, standing, lifting, bending, reaching, no more than 20 lbs.

Full-time position + Monday-Friday

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

GN Hearing is an equal opportunity. GN Hearing openly supports the recruitment, training…