Warranty and Service Data Analyst

Job Title: Warranty and Service Data Analyst

Department: QC Global

Reports To: Director, Global Warranty, Service and Parts

FLSA Status: Exempt

ABOUT THE POSITION: The Warranty and Service Data Analyst is responsible for analyzing data from warranty registrations and claims, and has the responsibility to improve customer satisfaction by providing data that will help reduce warranty occurrence and expense. This position utilizes the warranty and service data management systems to understand trends and track corrective actions, and monitor gains through performance metrics. The Warranty and Service Data Analyst reports on warranty reduction initiatives and performance metrics and submits to Warranty and Service leadership.

POSITION SUMMARY: The Warranty and Service Data Analyst reports to the Director of Warranty, Service and Parts. This role will work with Warranty and Service teammates globally in order to drive improvement of our global warranty and service data collection systems and support global standardization efforts of systems and data.

Key responsibilities include the following. Other duties may be assigned.

Strategic Initiatives-

● Help drive improvement of the warranty and service data collection systems and provide feedback to ensure conformance to customer requirements, internal requirements, business goals and objectives.

● Initiate and/or support global standardization efforts for systems to standardize data and reporting.

● Provide special studies or projects to support global quality, service, and warranty initiatives.

Functional Actions-

● Collect, integrate, and analyze data from multiple sources to develop a comprehensive picture of product performance and trends.

● Communicate product performance to Warranty and Service leadership with charts, graphs and summaries.

● Develop and track product performance metrics.

● Uses data to determine which warranty parts should be held and returned to the suppliers for corrective actions and cost recovery from supply base.

QUALIFICATIONS/REQUIREMENTS:

Experience

● Minimum of 3 years experience in a related field is required.

● Professional experience in data analysis required.

● Warranty/Customer Service experience preferred.

Skills/personal qualifications-

● Must be able to communicate in English

● Must be highly skilled in Microsoft Office and building technical reports and presentations

● Strong interpersonal, communication and analytical skills and the ability to communicate with multiple cultures/regions

● Strong organizational skills and the ability to work on multiple projects.

● Demonstrated experience with data analysis and reporting

● Results oriented with the ability to self-start, work with minimal supervision, exercise good judgment and decision-making

Education and Certifications-

● Associate’s Degree preferred

● Six Sigma training preferred.

WORK ENVIRONMENT: Works in a typical office environment. Ability to travel is minimal to none.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

THE INDUSTRY

The sewing machine industry is a global industry that is experiencing renewed growth. In developed markets, growth rates are projected to outpace GDP growth, according to Global Industry Analysts, Inc., the leading industry data source. Growth in these markets is driven by the millennial generation that is increasingly attracted to personalization, crafts, and self-expression. In developing markets, the industry is expected to grow at 4% annually, fueled by the emerging middle class and the “need to sew” segment that uses sewing machines to support the household.

THE FUTURE

In 2021, SVP Worldwide was acquired by Platinum Equity (www.platinumequity.com), a global investment firm with more than $25 billion of assets under management and a portfolio of approximately 50 operating companies that serve customers around the world. Platinum Equity has committed to fully support SVP’s continued growth and to bring additional financial and operational resources to bear to help accelerate the company’s efforts.