JOB PURPOSE: The Digital Technical Analyst is responsible for monitoring overall performance of assigned digital products and handling customer issues through resolution.
JOB DUTIES: To provide Worldwide monitoring of overall performance (including reliability, durability, maintainability and serviceability) of assigned current and future digital products.
?Identify, investigate and obtain resolution commitments for all significant field issues to maintain and improve assigned digital product performance.
?Issue identification; reports in all forms from customers, dealers, industry reps and subsidiaries
?Issue investigation; statistical analyses, physical testing and analysis of application failures, returned parts, development of quick field fixes, suggested design or manufacturing improvements, etc.
?Resolution of commitments; formally document issues and provide follow-up on the resolution process with industry and development teams.
?Conduct Serviceability Audits on NPI for digital products and applications. Provide input for setting targets for digital product and application reliability, durability and serviceability to be stated in the functional specifications.
?Initiate service publications to announce significant digital product and application improvements and temporary field fix information to key dealer personnel, through appropriate communication channels.
?Issue Parts Stock Authorization letters to meet abnormal demands due to new field issues with digital products.
?Stay current with all digital products and applications, also develop and maintain a digital products and application knowledge base and training materials.
?Provide digital product and application support to Distribution Services Divisions (DSDs), dealers, Corporate Account Managers, subsidiary service groups, warranty technicians, sales development, product support development, test