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On-Board Diagnostics, Customer Satisfaction Team Engineer

Company: Stellantis
Location: Chelsea
Posted on: April 6, 2021

Job Description:

The Stellantis Propulsion Systems Customer Satisfaction Team (CST) is looking for a lead engineer for On Board Diagnostics (OBD).

The CST strives to improve customer satisfaction and quality performance of conventional and electrified engines, transmissions, and drivelines by focusing on quality improvements of current production powertrain programs in the field by continually monitoring Key Performance Indicators including warranty and third party metrics.

The OBD CST Engineer will be responsible for identifying MIL Light and OBD issues in the field using multiple data streams, triaging issues and working cross functionally to resolve issues in the field using multiple data sources and problem solving methodologies.

Specific Responsibilities:

  • Work with cross-functional teams of specialists to improve Ordinary Quality and achieve 3- Months in Service (MIS), Long Term Reliability (LTR), Expense Per Unit Sold (EPUS) warranty targets.
  • Support Quality Key Performance Indicators (KPI's) with CST Management and Customer Advocates to identify emerging issues.
  • Assist CST Management and Customer Advocates with identifying customer issues from 3 MIS and reliability period (3 -- 60 MIS) as early as possible, using existing tools to develop an actionable problem statement for the Industrial organization.
  • Help prioritize warranty issues to work on (emerging and systemic issues) to achieve the largest improvement in customer satisfaction with available resources.
  • Complete and communicate warranty issue triage in Global Issue Management system (GIMS), and provide triage summary data outlining significant findings and contrasts to GIMS solving team/ issue managers.
  • Employ all necessary warranty/ parts/ service analytics tools (SQDF, WIS, Palantir, QNA, PRAS, WiTECH, etc.) to identify and classify warranty trends/ contrasts associated with the particular warranty issue being triaged. Classify customer experiences associated with the issue being triaged (narrative reviews, surveys, etc.). If the issue has any evidence that it affects vehicle safety/ emissions, immediately initiate contact with VSO/ Regulatory Affairs with details regarding the issue being investigated.
  • Coordinate and lead initial warranty issue triage review meeting(s) with potentially relevant functional groups (Manufacturing, Engineering, Powertrain/ Supplier Quality, Service, etc.), providing significant findings and warranty data contrasts/ clues.
  • Based on the maturity of the triage and collection of evidence, transfer the lead responsibility to the responsible functional group leads (Manufacturing, Engineering, Powertrain/ Supplier Quality, Service, etc.) with their acceptance. If acceptance of issue management responsibility cannot be obtained from the suspected responsible functional group in a timely manner, escalate as necessary.
  • Support root cause and corrective action activities with the issue management team. Provide warranty/ customer experience data, assist with gathering/ distributing further evidence (repair parts, repair narrative data, WiTECH/ SQDF data, etc.), and collaborate with Service Team to gather additional field data (GPOP, Tech Tip, Star Online, SET projects, etc.) as necessary.
  • Assist with coordination of all non-regulatory service action activities such as Rapid Response Transmittal (RRT), Technical Service Bulletins (TSB), Mopar parts purge and service parts/ kits to ensure corrective actions are completed properly in the field.
  • Provide all necessary assistance to Regulatory Affairs for regulatory service action activities related to Powertrain warranty GIMS issues, such as Customer Satisfaction Notices (CSN's) and Recalls.
  • Support Manufacturing, Engineering, Supplier Quality, and the Safety Office on key campaigns. Support and coordinate monthly Powertrain Quality Director reviews, summarizing current warranty KPI's (C/1000, EPUS, CQI, etc.) performance and reviewing top warranty issues affecting the KPI's.
  • Support read across and lessons learned processes to ensure corrective actions are applied to other current and future programs.
  • Support and provide guidance to Powertrain Systemic Quality team for identification and resolution of chronic quality issues affecting Powertrain Quality KPI's due to check engine light diagnostic trouble codes (DTC) and Trouble Not Found (TNF) conditions.
  • Support Model Responsible Warranty Attack and On- Board Diagnostics, Torque Security (ETC) Calibration CoE Teams in issue resolution process, driving for issue containment and permanent corrective action.
  • Act as liaison with Advanced Powertrain Quality Team regarding all aspects of quality that may include one or more new engine, transmission, driveline and ePT programs including hardware, calibration, controls and OBD.
  • Provide 3MIS Top Issue Summaries for warranty claims in monthly Powertrain Quality Book.
  • Support Powertrain Platform Teams with PT specific warranty claims investigation and problem solving activities including Supplier responsible components and systems.
  • Support and provide guidance to Powertrain Platform Quality Managers (PQM's) with KPI's, Emerging and Systemic issues.

Keywords: Stellantis, Ann Arbor , On-Board Diagnostics, Customer Satisfaction Team Engineer, Other , Chelsea, Michigan

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