Jacob Duff Email & Phone Number

Waterville, Maine, United States

Methuen, Massachusetts, United States

Mass

POSITION DESCRIPTIONThe Customer Loyalty Specialist supports in-house failure analysis investigation activities for field service returned parts for Medtronic's O-arm medical imaging product.This is a highly cross-functional role reporting to Quality that will also interface with the Operations and Service team globally. The primary responsibility is compliance to FDA requirements for timely and complete analysis of field retuned part failures for root cause. This role includes the management of the data about the parts in the databases and the physical control and movement of the parts.POSITION RESPONSIBILITIESManage RMA cases in the Salesforce database to:1. Enter failure root cause analysis results into Salesforce and close the investigation cases.2. Monitor the age of RMA cases and proactively and properly close cases.3. Provide metrics to senior management on cases (age, quantity, failure trends, Pareto analysis offailures).4. Work closely with partners in our Colorado facility to close Complaint cases.5. Communicate throughout organization regarding investigation cases. Work closely with the Failure Analysis engineer to:1. Assure that failure analysis root cause conclusions are clear, complete, and documented.2. Highlight parts to be expedited due to age or special circumstances.3. Support failure analysis as required. Complete SAP ERP transactions:1. Work with the receiving team to receive RMA parts2. Complete transactions to bring parts into inventory so that it can be properly dispositioned by Material Review Board.Participate in organizing the physical control of material1. Use Lean Transformation skills (5S, Kiazen and visual management) to organize material and keep material levels to a minimum.2. Identify and eliminate waste in the process.Conduct basic Quality inspections on returned products to support investigations Other duties as required.

I loaded the 18 wheelers going cross states with the parcels, making sure the right ones were loading in the correct truck. I also helped sort boxes from the conveyor to the trucks to take the weight off of the sorter.