Control Tower Pre Analyst

Our client, utomotive company, is looking for a Control Tower Pre Analyst for their Auburn Hills, MI location.
Responsibilities:

• The Control Tower Pre Analyst is critical in ensuring effective communication between the customer and the company, particularly in the context of product quality and service issues.
• Voice of the Customer (VOC):
• Utilizing various sources of customer feedback such as warranty information, parts return data, and service reports to understand customer experiences and concerns.
• Actively listening to customer feedback to identify patterns, trends, and recurring issues.
• Issue Identification and Triage:
• Analyzing data to identify emerging issues and potential problems with products or services.
• Prioritizing identified issues based on severity, impact on customers, and potential risks to the company.
• Triaging issues promptly and efficiently to ensure they are addressed by the appropriate stakeholders.
• Problem Statement Development:
• Crafting detailed and comprehensive problem statements for identified issues, including all relevant information gathered from customer feedback and data analysis.
• Ensuring that the problem statement clearly defines the issue, its impact on customers, and any relevant context or background information.
• Issue Resolution Support:
• Collaborating with cross functional teams, including product development, engineering, supplier and manufacturing quality, and customer service, to facilitate issue resolution.
• Providing support and guidance to issue owners throughout the resolution process, including assisting with problem
• solving and decision making as needed.
• Monitoring the progress of issue resolution efforts and providing regular updates to stakeholders on the status of open issues.
• Continuous Improvement:
• Participating in regular meetings and discussions to review performance metrics, identify opportunities for improvement, and implement enhancements to the issue management process.
• Proactively seeking feedback from stakeholders, including customers and internal teams, to identify areas for improvement and refine processes for capturing and addressing customer concerns. Overall, the Pre
• Analyst plays a crucial role in ensuring that customer issues are promptly identified, thoroughly understood, and effectively addressed, ultimately contributing to improved product quality, customer satisfaction, and brand loyalty.
• Automotive industry knowledge is strongly preferred.
• Review dealership warranty and quality claims submitted through client systems.
• Utilize a proprietary claims management tool ("Cockpit") located within Palantir.
• Analyze incoming claims and route them to the appropriate area, including:
• Manufacturing
• Supplier Quality
• Engineering
• Other related functional groups
• Requires sufficient automotive knowledge to accurately assess and route claims.
• Automotive knowledge is important because it enables faster onboarding and reduces the learning curve.

• Candidates should have a basic understanding of:
• Vehicle modules/components
• General automotive systems
• Does not require expert-level knowledge, but candidates should not be starting from zero.
• Ability to learn quickly and adapt to technical concepts.
• Preferred Qualifications
• Bachelor's degree in Engineering (preferred but not required).
• Technical background is highly valued.
• Demonstrated ability to learn new systems and processes quickly.
• Team operates within the Quality organization at client.
• Position supports the Wiring Control Tower function.

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities