Coordinator, Product Quality Experience

5 days ago

Scarborough, Canada Canada Goose Inc. Full time

Company Description

Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.

Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking.

**Job Description**:
The Product Quality Experience Coordinator will support Warranty Operations by finding creative, efficient, and effective repair methods for the wide range of products offered by Canada Goose. This role will work closely with Product and Technical Engineers to proactively find solutions and support Warranty Operations Team for efficient and effective execution of operations. During peak season, the Warranty Repairs Coordinator will also support the Warranty Operations team with inspections and all necessary tasks to meet service levels set and promised to our customers.

**What You'll Do**:

- Attend Proto meetings to review new styles in the development pipeline to mitigate risk and provide feedback to QA, PD, PE, and PIC during the development cycle
- Assist in facilitating wear testing
- Find effective and efficient repair methods on old and new styles
- Order, manage and prepare all repair samples for time study
- Conduct time study on product categories with Warranty
- Benchmark what is considered warranty vs. value added services
- Support with repairs cost/pricing valuation
- Record and manage the digital repairs archives (visual guidance and setting baseline for repair facilities)
- During new season/product roll out, Warranty Repairs Coordinator will support in Product Knowledge sessions/repairs training to ensure repair offerings are globally aligned
- Provide simplified repair explanations/training tools to call centers to ensure Brand Ambassadors know how to speak of the new product/features and the repairs
- Update and manage the repair types offered through Warranty in Salesforce
- Maintain Warranty Repairs & Visual Standards Log
- Update “Style Management” in Salesforce to ensure all necessary information required for Warranty lives in Salesforce for easy access from call centers and repair facilities
- Assist in determining what RM are needed from analyzing
- Share anticipated risks/repairs for new styles to Warranty Operations team so that Operations team can loop back and submit QA issues to CAPA and ensure all stakeholders are notified and working towards short & long-term solutions
- Working with RM planning, initiate and ensure all new RMs are ordered and dispatched to all global repair facilities
- Work with Warranty Operations team in providing monthly feedback to all stakeholders on product performance and warranty trends to ensure the business is working towards short and long-term solutions
- Support the preparation of quarterly Product Insights Report
- During peak season and when volume is high, Warranty Repairs Coordinator will support the Warranty Operations team with the operational daily tasks to ensure Warranty Operations SLA and our promise to our customers are being met
- Inspect and analyze all jackets and accessories submitted through the Warranty & Repairs process and determine whether they fall under the warranty domain
- Update warranty system through each step of warranty repair process
- Liaise with cutting room department when parts require re-cutting
- Liaise with external contractors for repairs not performed in-house
- Communicate with Customer Experience team on a daily to provide regular updates on status of claims
- Perform quality assurance tests after repairs are completed

**About You**:

- Degree in Fashion/Textile manufacturing required
- 2 - 4 years’ experience in Manufacturing/Quality Assurance field
- Familiarity with pattern making, cutting, sewing and garment construction
- Proficiency in MS Office
- Excellent written and verbal skills
- Excellent interpersonal and communications skills
- Experience in a manufacturing and/or garment industry
- Strong knowledge of garment construction and patternmaking
- Demonstrated analytical skills and attention to detail
- Strong organizational skills and ability to multi-task and work in a fast-paced environment to ensure SLA and KPIs are achieved
- Goal-oriented and self-motivated individual with ability to work under pressure independently or in team environment
- Proficient in Salesforce is an asset

Additional Information

**What’s in it For You?**
- A company built on Canadian roots and

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