Data Management Assistant Reliability Engineer

Job description / Role

This role will support Middle East Regional Quality Manager with Quality Data Management responsibilities.

Key Responsibilities

Data Management:
- Analyze and report emerging field quality issues based on all available sources, i.e. WC (Warranty Cost), CPV (Cost per Vehicle Serviced), IPTV (Incidences per Thousand Vehicles), PIR (Product Information Report), TAC (Technical Assistance Center), CCC (Customer Call Center), dealer & customer feedback, fleet specific product problems, road side assistance cases and other service channels, i.e. ATWM (Area Technical & Warranty Managers).
- Dissect and analyze VOC customer research/survey results (Compass Survey, CCC, etc.)
- Prioritize field issues and generate timely top issues lists for each platform as required.
- Support Quality Team with target setting, forecasting, trends etc.
- Track warranty trends (Cost, CPV, IPTV) by platform, dealer, etc. and provide timely management reports.
- Create Quality metric updates – MEO, CIO, Core Team, CIO QLT (Quality Leadership Team).
- Regional expertise for quality data analysis systems – GART (Global Analysis and Reporting Tool), Tracker and Advanced Quality Analytics (AQA)
- Focal point representing Middle East on CIO and Global Data Management communities.
- Management of Middle East lessons learned database
- Single Point of Contact for PRTS / FIND

MEO’s BUC (Business Unit Contact) for CIO GIFACT (Global Information Field Action Core Team):
- Coordinate FPE (Field Performance Evaluation) process for MEO.
- Participate in monthly CIO GIFACT calls.
- Work closely with MEO Aftersales team to ensure potential Middle East Field Action issues are reported to platforms.
- Communicate potential Middle East Field Action issues to CIO GIFACT (emerging safety issue identification and escalation).
- Analyze global Field Action notifications and apply recommendations as required.
- Assure proper Field Action execution in Middle East (i.e. Field Action vs Customer Satisfaction Campaign based on platform recommendation and local legislation etc).

Assistant Reliability Engineer
- Investigate field product problems in current vehicles and engage in CPIT (Current Product Improvement Team) to assist with solution development.
- Visit GM dealers in order to gather information and to investigate field quality problems.
- Monitor progress (and lead-time) of solution development by source platforms and escalate as necessary.
- In case of field action, facilitate part replacement / field rework campaigns (with Aftersales) by means of coordinating parts availability from platforms.
- Confirm effectiveness of service bulletins and production solutions.
- Provide regular problem resolution status reports to MEO and management.
- Support source engineering/technical visits to the region.
- Support PQE (Program Quality Engineer) with current product lessons learned, CTF (Captured Test Fleet) and regional requirements.
- Provide platform technical direction to Aftersales for field problem resolution via platform Service Alert and Service Bulletin process.

Quality Data Analysis
- Track external & internal data i.e. VOC surveys, warranty IPTV & cost (review and gather field data from all available sources)
- Analyze and prioritize top field issues
- Generate single issues list by platform for CPIT (Current Product Improvement Team) review
- Data system maintenance (GART/AQA focus point).
- Generate metrics reports to QLT, Reliability Engineers, Program Quality Engineers, CIO Quality and Leadership (IPTV/WC/VOC survey status, sufficiency plans, score card etc).
- Regional lessons learned database management.

GIFACT / FPE Process co-ordination
- MEO business unit single point contact.
- Coordinate Field Performance Evaluation process for MEO.
- Participate in monthly CIO GIFACT calls.
- Identify potential ME Field Action issues and communicate to CIO GIFACT.
- Ensure potential Middle East Field Action issues are reported to platforms.
- Analyze global Field Action notifications form & apply recommendations as required.
- Assure proper Field Action execution.
- Escalate when necessary.

Assistant Reliability Engineer
- Define field problems based on platform single issues list prioritization, warranty, TAC (Technical Assistance Center) escalation, Service & Dealer feedback etc
- Work closely with Aftersales to understand field problems
- Support source CPIT with failure mode analysis & root cause investigation, field data and supply of failed material from field.
- Field containment component evaluation (in-country)
- Drive problem resolution and sufficiency efforts with input to FIND and track resolution status
- Measure field action and breakpoint effectiveness
- Take part in sub-regional CPIT
- Accountable for CPIP sufficiency plans and platform CPIT results.

Requirements

- Engineering degreed - mechanical, electrical or equivalent.
- Excellent PC skills including proficiency in MS Office, advanced Excel & Power Point is essential.
- Excellent analytical and problem solving skills.
- Good presentation and communication skills (verbal & written)

Knowledge and Experience:
- Basic automotive industry experience with exposure to product / technical field.
- Experience in statistical analysis is highly desirable.
- Well accustomed to automotive mechanical/electrical systems
- About 2 years of automotive industry experience is essential.
- Hands-on field experience will be very favorable

Competencies:
- Interpersonal Savvy
- Drive for Results
- Timely Decision Making
- Presentation Skills
- Customer focus

About the Company

General Motors Company (NYSE:GM, TSX: GMM), one of the worlds largest automakers, traces its roots back to 1908. GM and its strategic partners produce cars and trucks in 31 countries, and sell and service these vehicles through the following brands: Buick, Cadillac, Chevrolet, GMC, Holden, Isuzu, Jiefang, Opel, Vauxhall and Wuling. GMs largest national market is China, followed by the United States, Brazil, the United Kingdom, Germany, Canada and Russia. GMs OnStar subsidiary is the industry leader in vehicle safety, security and information services.

With its global headquarters in Detroit, GM employs 209,000 people in every major region of the world and does business in more than 120 countries. GM is headquartered in four major locations: GM Europe; North America (GMNA); South America; and GM International Operations (GMIO) is located in Shanghai, China. GMIO covers Asia Pacific and Middle East.

GM Middle East started in 1920s and the brands that are sold in the region are Cadillac, Chevrolet and GMC supported by a unique set of customer-focused services. GM parts and accessories are sold under the GM Parts and ACDelco brands. The regional office in Dubai covers the companys operations in Bahrain, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, UAE and Yemen in 20 dealerships.

GM has 2 facilities here in Middle East one is in Dubai World Trade Centre and the other, Middle East Distribution Corporation, which is located in Jebel Ali.