About Nintendo of America : From the launch of the Nintendo Entertainment System ™ more than 30 years ago, Nintendo's mission has been to create smiles through unique entertainment experiences. Here at Nintendo of America Inc., we deliver on this mission by partnering closely with Nintendo Co., Ltd., to bring Nintendo's iconic and cherished franchises including Mario ™ , Donkey Kong ™ , The Legend of Zelda ™ , Metroid ™ , Animal Crossing ™ , Pikmin ™ and Splatoon ™ across the Americas through our video games, hardware systems, and collaborations with partners on a range of other entertainment initiatives like feature films and theme parks.
Based in Redmond, Wash., Nintendo of America serves as headquarters for Nintendo's operations in the Americas. We are an equal opportunity employer offering a welcoming and inclusive environment in service to one another, our products, and the diverse consumers and communities we call home. For more information about Nintendo, please visit the company's website at https://www.nintendo.com/ .
DESCRIPTION OF DUTIES:
Monitors consumer repair program performance results, reports, and publishes standard key performance indicators. Recommends improvement solutions as necessary to ensure excellent consumer experience.
Develops product repair and recovery plans and performs trending analysis based on program results.
Analyzes and resolves issues that impact service center's ability to meet established performance objectives and recommends corrective actions.
Coordinates medium to complex projects utilizing project management methodologies.
Coordinates various operational improvement initiatives and special projects as assigned.
Chairs program performance meetings with repair service centers to review performance metrics and ensures accuracy of performance reports prior to stakeholder dissemination.
Participates in the development of platform/product launch project plans and executes assigned project elements.
Provides operational support in the areas of standard work procedure development, operational audits, compiling and reporting out operational metrics.
Coordinates resolution of customer inquiries and complaints.
Provides technical support and correspondence related to Nintendo's repairs programs.
Provides detailed forecasting, schedules, and analysis of the product lifecycle management process ensuring the quality, delivery and cost of the repairs and recovery plans.
Provides mentorship and guidance to junior level staff in the form of best practice sharing and recommendations.
Coordinates system set-up for part numbers, bill of materials, labor routings and other required attributes.
Bilingual position performs written and verbal translations in English and Spanish.
Other duties as assigned.
Travels to domestic and international service centers to provide business and technical support.
