Job Description Summary
The RCA (Root Cause Analysis) Leader is a critical role within the Product Services team, responsible for leading systematic investigations into product failures, service issues, and quality incidents. This position drives continuous improvement by identifying underlying causes of problems and implementing effective corrective and preventive actions.
Job Description
Roles and Responsibilities
Root Cause Analysis & Investigation
- Lead and facilitate complex root cause analysis investigations for product failures, customer complaints, and service-related incidents
- Apply structured problem-solving methodologies (8D, 5 Why, Fishbone/Ishikawa, FMEA, etc.)
- Coordinate cross-functional investigation teams to gather data, analyze trends, and identify root causes
- Document findings with detailed technical reports and presentations for stakeholders
Problem Resolution & Continuous Improvement
- Develop and implement effective corrective and preventive actions (CAPA)
- Track and verify the effectiveness of implemented solutions
- Drive closure of quality issues and ensure lessons learned are communicated across the organization
- Establish metrics and KPIs to measure RCA effectiveness and impact on product quality
Cross-Functional Leadership
- Partner with Engineering, Manufacturing, Quality, Field Service, and Customer Support teams
- Facilitate RCA review meetings and ensure timely resolution of issues
- Mentor team members on RCA methodologies and best practices
- Act as subject matter expert for problem-solving techniques
Customer & Stakeholder Management
- Interface with customers during critical product issues requiring RCA
- Provide regular updates to leadership on investigation status and findings
- Support customer-facing teams with technical expertise during escalations
- Ensure customer satisfaction through timely and thorough issue resolution
Required Qualifications
Education
- Bachelor's degree in Engineering or related technical field
- Master's degree preferred
Experience
- 3+ years of experience in product services or technical support roles
- 2+ years of experience leading root cause analysis investigations
- Proven track record of solving complex technical problems
- Experience in cross-functional team leadership and collaboration
Technical Skills
- Expert knowledge of RCA methodologies (8D, 5 Why, Fishbone, Fault Tree Analysis, FMEA)
Desired Characteristics
Leadership & Communication
- Strong leadership presence with ability to influence without direct authority
- Excellent written and verbal communication skills
- Ability to present complex technical information to diverse audiences
- Skilled in facilitating productive team discussions
Analytical & Problem-Solving
- Exceptional analytical and critical thinking abilities
- Detail-oriented with strong investigative skills
- Ability to synthesize large amounts of data into actionable insights
- Creative problem-solver with systematic approach
Personal Attributes
- Customer-focused mindset
- Strong sense of urgency and accountability
- Resilient under pressure during critical situations
- Continuous learning orientation
- Collaborative team player
Working Conditions
- Office-based with potential for hybrid/remote work arrangements
- May require occasional travel to customer sites, manufacturing facilities, or field locations (up to 20%)
- Must be available for urgent escalations and crisis situations
- Some flexibility in hours may be required to support global operations
Additional Information
Relocation Assistance Provided: No