Product Quality Engineer (Onsite)

As a member of the In-Market Quality Team for Hearing NA, you will investigate, diagnose, and analyze product HW, SW and system complaints and returns to solve customer problems and gain insights for driving product improvements and the reduction of cost of poor quality. The Product Quality Engineer will work across groups and departments to support and ensure efficient and effective processes for In-Market Quality.

Essential Functions (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Use hands-on troubleshooting techniques, test systems and tools, data-driven insights, and structured problem-solving methods to understand and verify reported symptoms, trends, issues, and alleged product deficiencies.
• Support new product launches by leading specialized quality monitoring activities.  This includes coordination and routing of relevant returns, symptom reproduction and investigations into product issues and alleged defects, understanding failure modes, and the collection and compilation of related device data, including tracking of effectivity of improvements.
• Solve customer problems by working across functions including Sales, Ops, R&D, Global Quality, and NA customer-facing teams to understand, investigate and resolve customer complaint issues.
• Identify product quality improvements and support/drive discussions and actions in cooperation with Ops and R&D.
• Lead and/or assist in implementation of new tools, methods and processes to aid in device and system level troubleshooting, symptom reproduction and case investigations.
• Troubleshoot technical problems at a system level across hardware, software, and system accessories/components and provide structured insight to drive product and customer quality improvements.
• Manage and update complaint cases in Salesforce.com and utilize GN Hearing’s ERP system and other available systems and tools to support customer complaint investigations and product returns.
• Work with BLM ops teams to secure product routing for devices in support of investigations, Hypercare, non-local requests and other relevant needs.
• Assist in In-market Quality related document updates in compliance with change control process.

Competencies (Knowledge and Skills needed for this position.)

• Customer focused, passionate & purpose driven
• Strong critical thinking and problem-solving skills
• Analytical and pragmatic with a strong ability to identify and drive quality improvements through data driven and fact-based approaches.
• Excellent oral and written communication skills, interpersonal skills, and stakeholder management skills
• Ability to work well and engage with others in a team environment, as well as independently
• Self-driven, curious minded, goes beyond expectations and has a “can do” attitude and entrepreneurial spirit.
• Ability to work as needed under high pressure and tight deadlines, excellent time management skills
• Highly organized and results driven

Desired Qualifications

Required Education:

Bachelor’s degree in a related field

Preferred Experience:

• 1-2 years experience, working with medical electronics products or consumer electronics products and technologies
• Experience working within the Complaints, NCR, and CAPA Quality systems
• Experience working in a regulated environment (ISO 13485:2016, ISO 9001, FDA QSR) Data analysis experience

Position: Product Quality Engineer

Reports to Title: Head of In-Market Quality

Primary Work Location: Bloomington, MN (Onsite)

Job Code/Classification: Exempt

Revision Date: May 2024

Working Environment: Manufacturing facility and office environment

Physical Demands: Sitting, standing, lifting, bending, reaching, no more than 20 lbs.
Position Type and Expected Hours of Work: Full-time position + Monday-Friday

About Us

At ReSound, people with hearing loss are at the heart of what we do. In an ever-smarter world, we think big and challenge the norm so that we can transform lives through the power of sound. A life that empowers you to hear more, do more and be more than you ever thought possible.

What We Offer
As a leading medical device manufacturer, we value our employees and offer competitive wages and benefits including:
- Generous Benefits including PTO and Paid Holidays
- 401k with Company match
- Paid Parental Leave & Transition Back to Work Benefits
- Company HSA Contributions
- Free Hearing Aids for Family Members

Equal Opportunity Employer

GN Hearing is an equal opportunity/affirmative action employer committed to cultural diversity in the workplace.  GN Hearing openly supports and is fully committed to the r