Quality Service Engineer - Sony - Hybrid

Actionlink, Llc; San Diego (CA); Hybrid; USD 56,000 - 68,000; Full time

Benefits offered by this job

Medical, dental, vision, prescription,

401(k) with employer match

Paid time off and holidays

Job summary

Sony is seeking a Quality Assurance Engineer to uphold product safety commitments across consumer electronics. You will evaluate safety concerns, manage investigations, and support compliance while coordinating cross-functional projects and developing processes and training resources.

The role emphasizes monitoring alerts, responding to inquiries, documenting findings, and driving improvements with CRM records and quarterly service reports.

Qualifications

• Bachelor's degree or equivalent experience.
• 5-8 years of relevant experience.
• Valid Driver's License.

Responsibilities

• Monitor Safety Alerts daily and contact end users when information is needed to clarify a safety claim.
• Respond to call center inquiries regarding end-user product safety questions and concerns.
• Review product safety evaluation reports and advise on next steps.
• Conduct customer product evaluations and document findings with photos, tests, and summary.
• Review calls to identify trends and determine handling of safety concerns.
• Prepare Reliability Incident Reports and submit to HQ Quality Center and Japan groups.
• Coordinate follow-ups, closures, and CRM updates.

Skills

Product safety knowledge

Written & verbal communication

Independent work

MS Office proficiency

Adobe Acrobat

CRM systems

SAP systems

Education

Bachelor's degree

Tools

CRM systems

SAP systems

Microsoft Office

Adobe Acrobat

Job description

Help Build Consumer Confidence in the Sony Brand!

Every Sony product represents a promise of quality, innovation, and reliability. As a Quality Assurance Engineer, you'll help uphold that promise by evaluating product safety concerns, managing product safety & liability investigations, supporting compliance efforts.

The Quality Engineer role also coordinates cross-functional projects, develops new processes and training resources that strengthen Sony's commitment to consumer safety and operational excellence.

What's in it for you?

• Pay Range: $41.00-$49.00 per hour, commensurate with experience.
• Benefits: Medical, dental, vision, prescription and life insurance plans
• Plan for your Future: 401(k) option with employer match
• Time to Recharge: Paid time off and paid Holidays.

Primary Responsibilities:

• Product Safety
  • Monitor Safety Alerts daily, determine the appropriate course of action, and contact end users when additional information is needed to clarify an alleged safety claim.
  • Respond promptly to call center inquiries regarding end-user product safety questions and concerns.
  • Review product safety evaluation reports completed by third-party servicers, advise on next steps, and record results in the CRM.
  • Conduct customer product evaluations and root-cause analysis; document findings with product photographs, testing results, and an analysis summary.
  • Review customer calls to identify trends or factual issues and determine appropriate handling of real or perceived product safety concerns.
  • Prepare Reliability Incident Reports for alleged safety incidents and submit required details to the HQ Quality Center and appropriate business groups in Japan; createCRM records for new claims when needed.
  • Address follow-up requests through closure and manage escalations with appropriate follow-up dates and timely CRM updates.
  • Review items received through the Consumer Product Safety Commission portal and determine appropriate handling practices.
  • Evaluate quarterly service reports, identify improvement opportunities, recommend solutions, and implement processes to address problems.
• Product Liability
  • Communicate with outside counsel, consultants, and insurance company representatives.
  • Locate and provide requested documents using Sony resources.
  • Report claims received by the Product Safety Group to Legal and the insurance company and prepare a Reliability Incident Report when required.
  • Partner with insurance company representatives to assess claim validity and determine handling based on product evaluation results.
  • Participate in ongoing training to strengthen product liability investigation capabilities.
• Project Coordination
  • Analyze business and departmental needs and develop strategies for new processes by compiling, documenting, and tracking requirements.
  • Manage multiple projects and coordinate team members across Sony groups globally.
  • Develop and maintain training materials for new processes and support implementation across applicable departments.
  • Create and monitor content for Corporate Product Safety SharePoint sites.
  • Participate on project teams as the Corporate Product Safety representative.

If You are a Match, We would love to connect with you!

• Minimum Qualifications - Education and Experience
  • Bachelor's Degree in a related field or an equivalent combination of education and experience
  • 5-8 years of relevant experience
  • No supervisory or management experience required
  • Must have Valid Driver's License
• Minimum Qualifications - Knowledge, Skills and Abilities
  • Associate engineer level knowledge of consumer electronics and Sony Electronics products.
  • Ability to diagnose product safety-related claims through in-house product analysis and evaluation and summarize findings and conclusions in written reports.
  • Strong written and verbal communication skills for effective interaction with internal and external stakeholders.
  • Proficiency with standard Microsoft Office applications.
  • Ability to manage, use, and maintain forms in Adobe Acrobat.
  • Knowledge of CRM and SAP systems.
  • Work independently, manage time effectively, exercise sound judgment, and maintain strong attention to detail and follow-through.

Work Environment and Schedule:

• This is a hybrid role that requires working that requires working from home in addition to working onsite in an office environment
  • Schedule - Monday through Friday; 8:30am-5:30pm
  • Mondays and Fridays; work remotely from home
  • Tuesday, Wednesdays and Thursdays; work onsite at the office located at: 16535 Via Esprillo in San Diego, CA

Physical Requirements:

• The ability to perform product evaluations and use a computer and standard office applications.
• Able to lift 50 pounds
• Travel by car and using a personal mobile device or other field operating systems
• Reasonable accommodations may be available to enable individuals with disabilities to perform the essential duties of the position