What you’ll be doing...

The Device Quality and Repair Team is seeking a Senior Device Quality Repair Engineer to be responsible for driving and monitoring the quality and associated quality metrics of Verizon’s Device Repair Program. Device Repair is a customer centric transformation of Verizon’s device warranty offering which will allow customers who have experienced a warranty event to choose between getting an advanced replacement device, or getting their device repaired either in store or by a mobile tech to the location of their choice.

You will be responsible for supporting end to end quality of the Device Repair Program, including driving quality metrics with our key Original Equipment Manufacturers (OEMs) and Repair Suppliers. This multi-phased program will drive significant annual savings while increasing take-rates of the program. The role will require interfacing with Care, Retail, Device Marketing, IT, Verizon’s key OEMs and our third party Same Unit Repair provider in order to meet key performance indicators.

  • Leading the OEM/Repair Supplier account leads to identify the ideal portfolio of models for the repair network. Providing repair forecast and guidance to the repair suppliers. Establishing quality guidelines and provide audits to validate compliance both from a 3PL and OEM perspective.
  • Developing and tracking operational and quality metrics including, but are not limited to, bounce, recovery yield, TAT, device introduction and end-of-life management. Managing repair suppliers on improvement opportunities where required. Manage and maintain supplier scorecard.
  • Conducting periodic device repair operations reviews with OEM’s, repair vendors, and executive management to maintain a focus on operational excellence.
  • Identifying and driving key issues to closure, including providing direction for Root Cause and Corrective Action on issues identified in the Device Repair Program.
  • Developing and managing continuous improvement programs with OEMs and Suppliers to elevate our partners into World Class suppliers.
  • Promoting supplier and OEM base activities which target the reduction of costs and focus on long-range systemic improvements.
  • Assuming accountability for the overall Cost of Quality (i.e., prevention, appraisal, internal and external costs).
  • Identifying and acting upon opportunities for process improvement in the device repair business.
  • Liaising between 3rd party repair suppliers and our key OEMs to ensure an end to end feedback loop.
  • Solicit Feedback from Care, Retail, Device Marketing, and our customers to identify opportunities or gaps in the process and partner to resolve.

What we’re looking for...

You are the type of person who sees a problem and gets it fixed no matter what. You enjoy the challenge of working through complex, cross-functional issues towards a transformational solution. You’re great at being detail oriented and thrive in a dynamic environment to meet critical deadlines, but are also willing to be flexible when the situation is right. You are able to negotiate effectively at all levels of the organization and influence decisions that yield the best results for our company.

You’ll need to have:

  • Bachelor's degree in Supply Chain, Engineering, Quality or Operations related field or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Experience in a quality management role.

Even better if you have:

  • Master’s degree or equivalent advanced degree.
  • Strong team leadership and analytical skills.
  • Capability to be self-motivated, a self-starter, and work independently.
  • Strong oral and written communication skills with experience in influencing others.
  • Lean Six Sigma Experience.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.