Job Description

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.

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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 arrangementsMay require occasional travel to customer sites, manufacturing facilities, or field locations (up to 20%)Must be available for urgent escalations and crisis situationsSome flexibility in hours may be required to support global operations

Additional Information