Control Tower Pre Analyst

Summary

ICONMA is collaborating with a client in the automotive industry to find a Control Tower Pre Analyst for their Auburn Hills, MI location. The role focuses on ensuring effective communication between customers and the company, particularly regarding product quality and service issues, while actively analyzing customer feedback and collaborating with various teams to resolve issues.

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
• 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
• 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
• 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
• 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
• 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

Skills

• Effective communication skills between the customer and the company
• Ability to utilize various sources of customer feedback such as warranty information, parts return data, and service reports
• Active listening skills to identify patterns, trends, and recurring issues from customer feedback
• Data analysis skills to identify emerging issues and potential problems with products or services
• Ability to prioritize identified issues based on severity, impact on customers, and potential risks to the company
• Skills in triaging issues promptly and efficiently
• Ability to craft detailed and comprehensive problem statements for identified issues
• Collaboration skills to work with cross-functional teams including product development, engineering, supplier and manufacturing quality, and customer service
• Support and guidance skills for issue owners throughout the resolution process
• Monitoring skills to track the progress of issue resolution efforts
• Participation in regular meetings and discussions to review performance metrics
• Ability to identify opportunities for improvement and implement enhancements to the issue management process
• Proactive seeking of feedback from stakeholders to identify areas for improvement

Qualifications

Must Haves

• Effective communication skills between the customer and the company
• Ability to utilize various sources of customer feedback such as warranty information, parts return data, and service reports
• Active listening skills to identify patterns, trends, and recurring issues from customer feedback
• Data analysis skills to identify emerging issues and potential problems with products or services
• Ability to prioritize identified issues based on severity, impact on customers, and potential risks to the company
• Skills in triaging issues promptly and efficiently
• Ability to craft detailed and comprehensive problem statements for identified issues
• Collaboration skills to work with cross-functional teams including product development, engineering, supplier and manufacturing quality, and customer service
• Support and guidance skills for issue owners throughout the resolution process
• Monitoring skills to track the progress of issue resolution efforts
• Participation in regular meetings and discussions to review performance metrics
• Ability to identify opportunities for improvement and implement enhancements to the issue management process
• Proactive seeking of feedback from stakeholders to identify areas for improvement

Benefits

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