Product Support – Senior Mission

Description de la mission

Product Support – Senior (Mission)
Montpellier, Occitanie, France (Sur site)
Mission (16 mois 28 jours)
Publié il y a 5 jours
Manufacturing
Product
Hardware
Office 365
Lean
software
network architecture
Windchill
Context for this Freelance/Self-employed mission: For one of our clients, we are looking for a Product Support.

Missions:
Manage product support activities for a Bay Controller Unit in an international environment (India, Europe, UK, Brazil, Canada)
Identify customer or regional issues raised and help classify for urgency and whether firmware or hardware effort is required to solve
Review completeness of reported issue information and ensure enough work has been conducted to collect the data
Manage issues in using ticketing tool (STAMP JIRA) and process (Agile methodology)
Perform initial assessment of service information provided
Coordinate investigation steps that the service team should follow to isolate issues and preserve useful evidence
Conduct preliminary tests on hardware or application to assess or reproduce the issue
Provide technical knowledge in using process defined to cross functional team so that every team can investigate further independently
Interact with Product Quality, Supplier and Sourcing, POST and Center of Expertise teams to understand and present open items
Correlate data to existing issues or find trends that may not be evident with simple pareto charts and work with quality team to track issues
Manage Root Cause Analysis and relevant activities with stakeholders
Review investigation report and contribute on containment and corrective solutions
Identify gaps in process or methodology during Root Cause Assessment and formulate executive summary for management discussion
Represent technology in cross-functional discussions with leadership management to provide technical and impact resume of reported issues
Prioritize technology involvement in customer issues and facilitate between Core Technology Team and R&D to build a resolution plan

Technical environment:
Electrical substation environment (IEC 61850)
DS Agile system principle including subsystem interactions
Network architecture and redundant protocols PRP/HSR (IEC 62439-3)
Root cause analysis methodology (8D, 5Why), Kaizen and Lean principles for issue resolution and product improvement
Hardware, software, manufacturing certification and industrialization knowledge of electronic equipment
Tools: DS Agile application suite, JIRA, Confluence, Windchill, Office suite (Excel, World, PowerPoint, Project)
Fluent English

Location: 5 days a week in Montpellier
CETTE OFFRE M’INTÉRESSE !
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