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Senior Retail Process Engineer

Our Senior Retail Process Engineer supports the optimum operation of Assurant’s Field Repair Network. This role will be the Primary SME within Assurant focused on T-Mobile Retail Repair Operations. This role will lead process development, deployment, and documentation required to support all in-store repair functions. The Retail Process Engineer collaborates on the development and update of processes, training, documentation, and reporting.  

Key Responsibilities:

  • Installation and setup guidelines for equipment, systems, and tools across all stores.
  • Owns end to end process (Define, Document, Deploy, Install, Test, and Sustain)
    • Front of Store (Inbound customer handoff with ME)
      • Pre Diagnostics
    • Workflow process Steps
      • Receipt/Triage
      • Transfer to BOS
      • Repair Staging (InBox-WIP/Completed/Exceptions)
      • Repair Process/RepairQ interaction (Repair tools and process defined by OEM applications)
      • RepairQ repair completion/entry
    • Front of Store (Outbound customer handoff with ME)
      • Post Diagnostics
      • NTF handoff back to customer
      • Customer escalation, repair variants, exceptions.
  • Partners with Supply Chain team on New/Old Parts Inventory Control maintenance and Consumable Ordering Process.
  • Responsible for Repair Tool Calibration/Replacement Process.
  • Deployment of NPI directives.
  • KPI monitoring of Repair Process metrics.
  • Reviews tech room layouts and recommends efficient designs, in partnership with Store Leadership and client operations team.
  • Support field repair operations with regards to device failure validation, root cause analysis, corrective action implementation.
  • Work with customers and other organization groups to document / develop process requirements.
  • Actively identify & pursue process improvement initiatives.
  • Perform root cause failure analysis on field failures (returns) and repair process failures.
  • Fully trained and primary contact for initial and ongoing Store Repair operations.
  • RepairQ application specific configuration and initial setup under guidance of RepairQ
    • Workflow/RepairQ Screens
    • Physical/Electronic Printer Instances/Setup; Customer Repair Consent, Repair Tag/Tracker, BOS Apple RMA, Carrier Shipping/labels, Diagnostics and Repair Confirmation report
    • FOS/BOS Diagnostics integration
    • SKU/Parts Inventory setup
  • Site RepairQ Integration oversite.
  • Ongoing RepairQ maintenance release support/deployment to Store Operations.

Required skills/experience:

  • Associates Degree or higher; Bachelor’s degree in Industrial Engineering or related field preferred.
  • Typically requires (7+ years of experience for a degreed candidate) (12+ years of direct experience for a non-degreed candidate) in process development and implementation, with strong customer service skills. 
  • Ability to provide a history of process improvement successes with measurable cost savings.
  • Experience with Minitab, Visio, Adobe Pro, AutoCAD, and / or Labview are preferred but not required.
  • Ability to multitask in a fast paced, dynamic assembly and logistics environment.
  • Experience in Wireless Device Repair required.
  • Experience in Retail Store Operations preferred, but not required.
  • This is a remote position.

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