Holland, Michigan, United States
Solutions-driven professional with comprehensive growth, knowledge, and experience in exemplary customer-driven support and success in implementing resourceful solutions that exceed corporate and customer requirements and resolve issues. Demonstrates leadership experience driving continuous improvement initiatives as a proven problem solver and strategist known for the ability to recognize solutions impact beyond initial issue. Delivers highly organized, quality-oriented services while adapting to shifting and often conflicting demands and priorities as a liaison between design, quality, engineering, manufacturing, marketing and customer sales markets. Has a thorough knowledge of seating products and ability to proficiently communicate technical product aspects to customers. Utilizes project management skills in the planning, coordination, and supervision of all activities relating to product training of dealerships and certification of installers.
Responsibilities Assist with coaching, training. Build solid relationships with Product Management, Quality, Manufacturing, and other areas of the organization. Create, deliver, and update installation training and training materials. Define expectations for site visits to clarify what the customer is really looking for. Maintain and continuously strengthen product knowledge Database. Determine if a site inspection is needed to accurately assess Field Service scope of work. Document issues, fixes, and historical accounts of events to develop trend analysis and to assist engineering, quality. Inform the organization of financial impact of escalations. Maintain issue/resolution history of all customer interactions. Participate on cross-functional project teams to continuously improve performance. Provide analysis of similar product issues, serviceability, , product testing, consultation on application. Provide feedback/coaching to second level support on issues they have elevated. Request returns for issues needed to be reviewed internally, large dollar, or quantity or environmental opportunity. Seek expertise, perspectives, and alternatives from a variety of sources both inside and outside the company. Serve as a customer advocate first, while on-site, then as a steward of HMI. Serve as the Herman Miller spokesperson while on site. Serve as the Product Services liaison for new product commercialization for multiple product lines. Support and actively participate in achieving team metrics and individual performance. Support the Product Resources Team for inquiries requiring additional information and elevated cases. Support the resolution of elevated cases for product-related specification, application, adjustment, installation, service/warranty, and general information inquiries. Update, add, and edit knowledge library as needed. Work with Legal, Safety and Quality to file appropriate report as soon as notified of an injury.
Completed (Comp. Date, Exp. Date) ASQ- Certified Quality Tech 3/4/99 (08/31/99 , -NO EXP-) CP Baan (08/31/99 , -NO EXP-) CP EVA 101 (07/08/99 , -NO EXP-) CP EVA 201 (07/08/99 , -NO EXP-) CP ISO Overview (07/08/99 , -NO EXP-) Engineering and Quality Procedures and Processes Review As Needed (06/27/2000, 06/27/2001) Environmental Management System General Awareness (05/03/2004 , -NO EXP-) ETQ ECO Database (06/28/2000 , -NO EXP-) How to Create Standard Work (10/12/99 , -NO EXP-) How to Create Takt Time (10/12/99 , -NO EXP-) KE Quality Mapping (09/10/99 , -NO EXP-) QC Basic SPC (08/31/99 , -NO EXP-) QC Color-Hue Tester (01/22/2003 , -NO EXP-) QC Hardness Tester (01/22/2003 , -NO EXP-) QC Instron Tester (01/22/2003 , -NO EXP-) QC Optical Comparator (01/22/2003 , -NO EXP-) QC Quality Criteria (08/31/99 , -NO EXP-) QC Work Instructions (08/31/99 , -NO EXP-) QSA Training (11/04/2002 , -NO EXP-) SPC (04/30/2001 , -NO EXP-) Understanding of Time Observations (10/12/99 , -NO EXP-)