Responsibilities

• Responsible and knowledge of project schedule, control, and KA support as PCM (project control management).  Facilitate conference calls to initiate project discussion with customer, coordinate with internal staff for service project review and follow up include product EOL, LTB control. 
• SLA (service level agreement) development, review, and update to provide RMA and sales manager service options and solutions to support project and service needs
• Teamwork with PM, QC to perform product level testing and identify methods / tooling / training to improve key project RMA implementation, as well as ability to handle revision control in process. 
• Responsible for RMA product analysis, include failure rate study, failure model, failure trend data collection, data analysis for standard product, OEM/ODM product, and project base product support. 
• Interface with AE, PM, QC to validate product issue, escalate quality concern for early quality concern alert, quality improvement tracking, coordinate mass volume ECON rework, resource needed to move forward service support. 
• Generate RMA operation report, including KPI report, KA monthly report, problem category, failure rate calculation, and service cost evaluation to provide sales team, 
• Team training support includes policy, process, procedure training and enhancement.   
• Accomplishing all tasks assigned to you.