Job Description
Welcome to the intersection of energy and home services. At NRG, we’re driven by the idea of a smarter, cleaner, more connected future—and the possibilities that will bring to the world and to the 7.3 million customers we serve.
Vivint Smart Home, an NRG-owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes. More information is available at www.nrg.com or www.vivint.com. Connect with NRG and Vivint on Facebook, Instagram, LinkedIn and X.
Summary:
This position plays a crucial role in supporting product quality and customer experience. You will be responsible for working with cross functional partners to solve customer issues and provide knowledge base content necessary for our customer care representatives to identify and diagnose product issues. Your technical ability, problem solving skills, and communication skills are key to troubleshooting, diagnose and drive issue resolution and prevention with customers.
Primary Responsibilities:
- Lead the development and execution of qualification testing for new processes and troubleshooting flows.
- Develop test cases that ensure process functionality meets the intended design.
- Gather and analyze data from testing activities to measure the quality of the product. Report these findings to the development, quality, and leadership teams.
- Participate in engineering reviews to ensure objectives and success criteria are defined and achieved.
- Ensure that defects and failures are identified and tracked to resolution through industry-standard defect tracking and resolution tools (e.g. JIRA).
- Collaborate with Software and Hardware teams to troubleshoot issues and to ensure a unified approach to quality.
- Work with cross-functional team members to identify and resolve process and documentation issues.
- Develop and manage KPIs to track and report on team progress and impact.
- Continuously review and improve quality processes to enhance customer satisfaction and product quality.
- Maintain and assist with documentation, processes, and standards.
- Manage and prioritize work according to service level agreements.
- Implements procedures, training, and systems to ensure the product complaints process for all new products is in place to support launch and lifecycle management.
- Manage projects relating to new product introductions to ensure product-compliant handling representation is part of the process.
- Provides product complaint information to cross-functional partners as part of the strategic initiative of continuous improvement.
- Utilizes statistical tools to provide management with the appropriate information on field product quality.
Required Skills and Education:
- 5 or more years of related work experience, preferably in Process Engineering, Failure Analysis, and Continuous Improvement.
- Experienced in problem-solving tools/methods such as DOE, Fishbone, 5 whys, etc.
- Demonstrated quality assurance expertise and ability to improve products or services by applying professional and technical knowledge.
- Strong attention to detail, excellent organizational skills, and the ability to prioritize in changing situations.
- Effective interpersonal, verbal, and written communication skills to drive tasks to completion.
- Proficient with MS Office (Word, Excel, and Outlook).
- Experience in Customer Quality
- Knowledge and experience with verifying and validating requirements and product development processes is a plus.
- Must have the confidence to stand firm on critical to customer/quality requirements.
Here are some highlighted perks you should ask us about:
- Free daily lunch and drinks on site
- Paid holidays and flexible paid time away
- Employee/Friends/Family Discounts
- Onsite health clinic, gym, gaming tables
- Medical/dental/vision/life coverage & 24/7 Medical Hotline
- 401(k) + Employer Match
- Employee Resource Groups
WORKING CONDITIONS:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
SAFETY:
We enforce a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employees must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.
If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".