• CS Quality Object and FCC budget per product • Ensure that Return Rate Estimation/Prediction calculation is done when required and to ensure that both quality issues and improvements are taken in consideration at each calculation and that they are valid/proofed. • Establish Customer Service Quality Feedback Plan • Secure fulfillment of Root Cause Analyze collection process per phone project • Secure and drive FCC process and scrap analyzes per phone project • Drive Quality Special Acceptance process within Customer Services • Collect, compile and analyze product data from all relevant sources to prioritize product quality issues and service solution quality issues • Ensure that Customer Services prioritized product quality issues and service solution quality issues are improved by responsible function both within and outside of Customer Services i.e. PBU/DU • Measure effectiveness of planned improvements and drive activities to meet planned product improvements • Support the market organizations in all regions on CS product quality and service solution quality related activities • Support the DU with specific product issue investigations and drive the regions in collecting the requested data / material (i.e. questionnaire etc. that the systems don't support) • Compiling product field quality data and service solution quality data and providing it to internal stakeholders • Conduct Launch Precision Measurement on Customer Services Product Projects deliveries on all phone projects and on other projects on demand e.g. accessories and PC-Cards • Conduct measurement on the quality of the service solution deliverables from GCS
Qualification:
Educational background • Bachelor of science or business administration • Knowledge in statistics • Working experience: • Within Telecom or computer industry, either in service or in product development
Desired competences • Knowledge in using tracking tools • Knowledge in data handling tools and basic statistical methods • Ability to implement strategically goals in the daily work • Ability to adapt to other countries/cultures/ market units • Understanding of the differences in market unit service structure and warranty support • Good knowledge of mobile phones on a technical level • Communications skills are necessary in order to explain and discuss the different reports in a way that is easy to understand. • Negotiation skills • Fluent in English
Travel • Must be able to travel globally if required • 0-30 days per year
Sony Ericsson Mobile Communications AB offers mobile communications products for people who appreciate the possibilities of powerful technology. Established in 2001 by Telefonaktiebolaget LM Ericsson and Sony Corporation, the joint venture continues to build on the success of its two innovative parent companies. Sony Ericsson creates value for its operator customers by bringing new ways of using multimedia communications while mobile. The company’s management is based in London, and has 4,000 employees across the globe working on research, development, design, sales, marketing, distribution and support.
