Process Quality & Fault Reduction Systems Engineer

POSITION SUMMARY: 

Internal owner of installation, service, and troubleshooting processes, knowledge databases and troubleshooting systems.  Ensures that correct information and troubleshooting steps are presented clearly, logically and efficiently at the right place and right time to the right people to minimize fault occurrences.  Continuously reviews existing content with subject matter experts for accuracy and efficiency.  Works with Training to develop new processes and integrate with current systems.  Analyzes and recommends new systems as needed.

ORGANIZATIONAL RELATIONSHIPS:

This position does not directly supervise any other employees, but must work with the influence of the following:

Process Quality & Fault Reduction Data Analyst

Network Operations

District Vice Presidents

Technical Operations Managers

Central Ops Engineering/IT

District Customers Service Managers

Tier 2 Call Center Management

Sales Management

SCOPE OF RESPONSIBILITY:

·         This position will work with and have influence over operations company wide to reduce faults and defects end to end.

ESSENTIAL FUNCTIONS OF THE JOB INCLUDE, BUT ARE NOT LIMITED TO:

·         Relentlessly ensures that the right troubleshooting information is expressed in a foolproof manner to all parties who need to see it, including internal audiences as well as customers.

·         Works closely with Fault Process Director and Data Fault Analyst to analyze problems and needs to determine the most appropriate means of reducing, eliminating, and/or avoiding current and future problems.

·         Determines appropriate configurations of hardware and software to ensure the desired performance of operations support systems.

·         Drafts engineering project proposals to define goals, identify the scope, background, and need, and ascertain cost of equipment, parts, and services.

·         Works in a team relationship with the Fault Data Analyst, central and field operations organizations in coordinating process and tools improvement.

ADDITIONAL RESPONSIBILITIES:

·         Perform other duties as assigned by executive management. 

·         Minimum of bachelor's degree from an accredited college or university in IT/computer science, electrical/electronic engineering or equivalent

·         Minimum of six (6) years of communications or electronics engineering experience.

·         Experience with process modeling/analysis tools.

·         Ability to analyze information and draw valid conclusions: develop and maintain interpersonal relations; research and conduct studies to identify the most appropriate course of action; perform mathematical procedures including algebra, calculus, and logarithms; read and understand written technical materials; perform detailed work with a high degree of accuracy; learn new techniques and apply them to work assignments; and manage human and material resources.

·         Conceptual approach (top-down approach, macro level view, good modeling conception of people work, good abstraction and good functional identification and separation).

·         Good sense of balance between as is and should be, when changing processes, tools and people working environment.

·         Proficient in DMAIC/6 sigma/statistical process control/TQM process.

·         Must posses strong analytical skills and effective interpersonal and communication skills to interact with a widely range of individuals at different levels of engineering experience.

·         Ability to design workable solutions to problems in a timely manner.

·         Demonstrated ability to deliver positive customer experience outcomes.

NOTICE

Insight will only consider applicants that meet the minimum qualifications of the position.

It is Insight’s policy to seek and employ qualified persons in all jobs in a manner which will ensure equal employment opportunity as well as administer personnel actions in a manner as to not discriminate against any person on the basis of race, religion, national origin, age, sexual orientation or disability, or any other protected category.  Reasonable accommodations may be made to enable individuals to perform the essential functions of this position.