Quality Engineer, Issue Qualification

Sony Electronics Inc. is looking for the risk-takers, the collaborators, the inspired and the inspirational. We want the people who are brave enough to work at the cutting edge and create solutions that will enrich and improve the lives of people across the globe. In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity and Inclusion. In addition, our team members enjoy innovative work-life balance opportunities including a hybrid home/office workplace, monthly “Free Fridays”, and early shutdowns on Fridays throughout the year (including half-days during the summer).

So, if you want to join a “Best Place to Work” company and make the world say wow, let's talk.

Product Safety Duties:

• Perform daily monitoring of Safety Alerts to determine next course of action. Contact end users to gather more information and clarify the details of their alleged safety claim if applicable.

• Provide immediate responses to inquiries from call center representatives to resolve end user questions and concerns.

• Monitor product safety evaluation engineering reports performed by third party servicers, such as United Radio, Precision Camera, National Service Alliance. Review reports, advise third party of next step and input results into CRM.

• Perform customer product evaluation and analysis, based on claimed safety issue and determine root cause with all results summarized in report with product photos and testing and analysis summary – requires 30 to 40 percent of job time and about 120 evaluations per year.

• Identify trends and/or factual issues by reviewing customer calls and determining process for handling any real or perceived product safety concerns.

• Issue Reliability Incident Reports for related alleged safety incidents and send to HQ Quality Center and appropriate business group in Japan along with detailed information required. Create new record in CRM if any new claim is received and one does not already exist.

• Following up on any additional requests made after Reliability Incident Reports have been sent, until closure.

• Review new items and determine best practices for handling reports received through Consumer Product Safety Commission (CPSC) portal.

• Manage all escalations with appropriate follow-up dates to ensure timely resolution and update CRM.

• Review quarterly service reports to identify areas of improvement and implement processes to address problems, provide recommendations to manager.

Product Liability Duties:

• Communicate with outside counsels, consultants, and insurance company representatives.

• Locate and provide any requested documents using Sony resources.

• Report any claims received by Product Safety Group to Legal and our insurance company, as well as creating the Reliability Incident Report (RIR) for the claim, if required.

• Work with insurance company representatives to determine validity of and how to handle customer claims according to results of product evaluation.

• Engage in continuous trainings to expand skillset required for product liability investigations.

Project Coordination:

• Analyze business and departmental needs and creating overall strategy for new processes by compiling, documenting, and tracking the department’s requests and requirements.

• Manage multiple projects and coordinate the efforts of team members from various Sony groups across the globe.

• Develop and maintain training materials for all new processes and implement in the department and others.

• Maintain and develop content for the Corporate Product Safety SharePoint sites.

• Participation on Project Teams as Corporate Product Safety representative.

Minimum Requirements:

• Associate engineer level knowledge on consumer electronics

  • Ability to diagnose product safety related claims on product, through in-house product analysis and evaluation.

    • Includes disassembly of product hardware/electronics.

  • Ability to summarize all findings and conclusions in reports.

• Strong written and verbal skills to communicate effectively with internal and external stakeholders.

• Ability to use standard MS Office applications.

• Ability to manage, use and edit department SharePoint sites.

• Ability to create, use, and maintain forms in Adobe Acrobat.

• Ability to work independently.

• Attention to detail.

• Strong follow-up skills.

• Knowledge of CRM and SAP.

Preferred Requirements:

• Associate engineer level knowledge on products sold by Sony

The anticipated annual base salary for this position is $69,432 to $92,577. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

In addition to a competitive base salary this position is also eligible for a bonus, and a comprehensive benefits package including healthcare benefits (medical, dental, and vision), paid medical leave after three months of employment, a 401k plan with matching company contributions, vacation time, education assistance, student loan assistance program, eighty hours of paid sick leave time annually, and up to twelve weeks paid parental leave after six months of employment.

Sony Electronics is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.

Disability Accommodation for Applicants to Sony Electronics Inc. and Sony of Canada ULC.

Sony Electronics Inc. and Sony of Canada Ltd. provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at [email protected], or you can mail your resume to: Sony Electronics, Human Resources Department, 16535 Via Esprillo, San Diego CA 92127. Please indicate the position you are applying for.