Customer Quality Engineer

Position Summary

The Customer Quality Engineer (CQE) manages all customer-facing quality activities, ensuring timely resolution of issues and maintaining customer satisfaction. This role serves as the primary liaison between customers and internal teams, leading investigations of complaints and field failures, driving root cause corrective actions, and ensuring effective containment and long-term solutions. The CQE collaborates cross-functionally to prevent recurrence of issues, improve product performance, and maintain compliance with ISO 9001 quality standards.

Essential Duties And Responsibilities

• Serve as the primary point of contact for customer quality-related matters
• Lead the investigation and resolution of customer quality concerns (e.g., defects, escapes, warranty claims)
• Ensure timely responses aligned with customer expectations and service level agreements (SLAs)
• Oversee Quality Technicians in warranty teardown and related activities
• Act as the voice of the customer internally and ensure alignment across cross-functional teams
• Support the disposition of customer warranty returns
• Partner with Engineering to assess product and process risks and implement appropriate control plans
• Participate in the review of customer product and process change requests
• Issue quality alerts in response to customer complaints and process deviations
• Own and manage the end-to-end warranty process for all customers
• Manage the corrective action process to ensure timely and effective resolution
• Perform internal process and quality system audits and maintain the internal audit plan
• Own and maintain quality processes, procedures, work instructions, and records
• Report on quality performance, improvement projects, and problem-solving activities
• Identify opportunities to enhance the Quality Management System and drive continuous improvement
• Develop and present data during Quality Management Reviews

Qualifications

• Proficiency in Microsoft Office Suite or related software
• Strong knowledge of quality management principles, methodologies, and tools
• Understanding of testing best practices and defect management processes
• Working knowledge of ISO 9001 quality management systems
• Strong interpersonal skills and ability to work effectively in a team environment
• High attention to detail and accuracy
• Strong analytical thinking, decision-making, and problem-solving skills
• Excellent written and verbal communication skills
• Ability to define problems, collect and analyze data, and draw valid conclusions
• Strong customer focus with effective influencing and stakeholder management skills

Education And/or Experience

• Bachelor’s degree in engineering or a related discipline required
• 5–8 years of relevant experience in quality or manufacturing environments
• Experience with root cause analysis, GD&T, measurement systems, SPC, and lean manufacturing preferred
• Experience managing customer quality issues, including warranty and field failures
• Prior experience with people or technician-level oversight preferred
• ISO 9001 / AS9100 / IATF 16949 / ISO 13485 auditor certification preferred

Physical Demands

• Movement around office and shop floor
• Use of hands to handle objects, tools, or controls
• Reach with hands and arms
• Talk and hear
• Lift up to 50 lbs occasionally

Work Environment

• Office and shop floor working environment
• Noise level is minimal with intervals of spikes

Total Rewards

The compensation range for this position is $109,800.00 - $164,600.00, depending on experience. This position may be eligible for performance based bonus plan. Benefits Package Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: here. IDEX is an Equal Opportunity Employer. IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws. Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at lfcareers@idexcorp.com for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application. This posting is for an existing vacancy.