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
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
Relocation Assistance Provided: No
