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Control Tower Pre Analyst

ICONMA

Role overview

Responsibilities

  • Ensure effective communication between the customer and the company regarding product quality and service issues.
  • Utilize various sources of customer feedback to understand customer experiences and concerns.
  • Analyze data to identify emerging issues and prioritize based on severity and impact.
  • Collaborate with cross-functional teams to facilitate issue resolution and monitor progress.

Key facts

Hard skills

Continuous Monitoring Continuous Improvement Process

Other skills

  • Problem Solving
  • Communication
  • Collaboration
  • Active Listening

About the company

ICONMA logo

ICONMA

Management Consulting

We provide Professional Staffing Services & Project-Based Solutions for a broad range of Fortune 500 organizations. ICONMA is a certified Woman-Owned staffing company and was founded in 2000. ICONMA’s corporate headquarters is in Troy, Michigan, and has 15+ locations worldwide. What makes ICONMA stand out in a fiercely competitive industry? *We provide integrated, full lifecycle services across a broad range of business and technical platforms. *No single company can duplicate our full range of staffing and permanent recruiting services nationwide. *Proven track record of attracting and retaining exceedingly skilled professional workers in a highly competitive market. SERVICES OFFERED Staff Augmentation (Contract, Contract to Hire, Direct Hire, Single Source) Data Analysis Project-Based Services & Solutions Hire Train Deploy Service Model Offshore Staff Augmentation Payroll Services AREAS OF EXPERTISE - Information Technology - Engineering - Business Professional - Accounting/Finance - Admin/Clerical/Call Center - Healthcare/Clinical/Scientific - Marketing/Creative mail linkedin@iconma.com Phone (888) 451-2519 Website http://www.iconma.com

Company details

Company typeLarge
IndustryManagement Consulting
Company size1001 - 5000

Links

Website LinkedIn See all jobs

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Job description

Our client, a Automotive 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.
 
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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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