Design for Reliability and Serviceability Manager in Burlington, MA at Keurig Dr Pepper

Date Posted: 11/5/2019

Job Snapshot

Job Description

The Design for Reliability and Serviceability Manager will be responsible for taking our commercial “Away from Home” products to the next level of reliability and serviceability by using DFx tools and processes. Our goal in the Keurig Dr Pepper Away from Home (AFH) family is to change the game in customer expectations for appliance reliability and serviceability in the AFH channels. Our goal is simply: appliance uptime.  We win, our distributors win, and our customers win when our appliances are up and running. We want to design and manufacture appliances that lead the industry in appliance uptime: highly reliable, easy to maintain for on-site personnel, and easy to service for distributors.  We define our vision state in 4 different levels:

  • Level 0: We design appliances that are highly reliable and only require minimal interaction to maintain the core function. We invest in components with the highest reliability and design and test our appliances to the right long-term reliability targets.  We proactively monitor reliability for early identification of issues.
  • Level 1: We design appliances that know if a fault or error state has occurred, and can communicate with onsite personnel to fix the unit. We have the right sensors and data models in place to fault isolate and determine appropriate corrective actions.  If able to fix onsite, we communicate with the onsite associates for appropriate mitigation. 
  • Level 2: If an error state has occurred that requires a service call, the service agent is able to “phone-fix” and walk the on-site associate through the necessary steps to restore functionality. This level prevents rolling a service truck and helps to optimize brewer uptime.
  • Level 3: If an error state occurs that cannot be phone-fixed and a service truck roll is necessary, the technician time onsite is minimized. Before coming onsite, the service technician is able to understand the error state that the appliance has seen and likely root cause.  The technician is able to bring the appropriate replacement components onsite and is able to fix the appliance in the first visit. 

In this role you will:

  • Be the overall champion for AFH Quality, Reliability and Serviceability attributes across the cross-functional organization, influencing the design and commercialization of our AFH appliance portfolio.
  • Drive R&D projects to deliver the highest quality systems through lessons learned from the field, component reliability, and consumer/maintenance centered design. Set quality and reliability targets for R&D and pre chartered development programs.
  • Manage the relationship between the AFH business and our authorized distributors with respect to brewer service.
  • Understand Voice of the Consumer and appliance use conditions to set appropriate program requirements/targets for reliability and serviceability.
  • Define overall Serviceability strategy for AFH programs, including defining access levels and markings, on appliance or in App instructions, field replacement units, Serviceability review plan, to drive attribute leadership across the AFH portfolio.
  • Understand competitive and analogous offerings for state-of-the-art commercial and office equipment.
  • Align with key stakeholders, including distributors and internal commercial service team, to gain early buy-in and engagement on the journey with us.
  • Define telemetry strategy and drive appropriate sensor development across product line to ensure remote diagnostics and fault isolation capability.
  • Manage AFH connected brewer network including, data reporting and connected user experience with respect to service and maintenance.


To be successful in this role you must have:

  • Bachelor’s in an Engineering field or equivalent related experience
  • 10+ years of experience in a relevant industry supporting quality or engineering
  • Experience with Design for Six Sigma- Green Belt Certified Preferred
  • Demonstrated record of leading multiple projects while working with stakeholders across multiple functions.

Company Overview & EEO Statement

Keurig Dr Pepper (KDP) is a leading coffee and beverage company in North America with dual headquarters in Burlington, MA and Plano, TX, with annual revenue in excess of $11 billion. KDP holds leadership positions in soft drinks, specialty coffee and tea, water, juice and juice drinks and mixers, and markets the #1 single serve coffee brewing system in the U.S. The Company maintains an unrivaled distribution system that enables its portfolio of more than 125 owned, licensed and partner brands to be available nearly everywhere people shop and consume beverages. With a wide range of hot and cold beverages that meet virtually any consumer need, KDP key brands include Keurig®, Dr Pepper®, Green Mountain Coffee Roasters®, Canada Dry®, Snapple®, Bai®, Mott’s® and The Original Donut Shop®. The Company employs more than 25,000 employees and operates more than 120 offices, manufacturing plants, warehouses and distribution centers across North America.

Benefits built for you: Our people are the heart of our business, which is why we offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development while ensuring you feel valued, inspired and appreciated at work.

Keurig Dr Pepper Inc. is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper Inc. recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/Females/Protected Veterans/Disabled

Candidates must be able to pass a background check and drug test, as applicable for the role.


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