Customer Quality Engineer

Position Summary

We are seeking an experienced Quality Engineer to join our Customer Quality team. This role will assist in the resolution of Field Service Incidents (FIRs) while driving product improvements based on customer feedback.

Position Responsibilities

• Process Customer opportunities by conducting thorough investigations and determining root cause analysis.
• Manage and resolve field service incidents (FIRs), ensuring timely responses and corrective actions.
• Lead customer communication regarding quality concerns, corrective actions, and improvement initiatives.
• Cookordination cross-functional investigations with Manufacturing, Quality, Process Engineering, Design Engineering, and Field Service teams.
• Develop and implement corrective and preventive actions (CAPAs) based on customer feedback.
• Share joint responsibility for the development and maintenance of the QA department's various data collection and analysis software to ensure accurate reporting and tracking of quality performance.
• Analyze trends in customer complaints and FIRs to identify systemic issues and drive continuous improvement.
• Track and report key quality metrics related to customer satisfaction and defect rates.
• Support audits and customer visits by providing detailed quality performance reports.
• Collaborate with Field Service teams to improve product reliability and reduce service incidents.
• Drive continuous improvement initiatives using Six Sigma, Lean, and/or other quality methodologies.
• Perform other duties as required to support corporate objectives.
• Able to perform deep-dive research on “off the shelf” components to identify and assess capabilities.

Position Qualifications

• Bachelor’s degree in engineering, Quality Management, or a related field (Master’s preferred).
• 5+ years of experience in customer quality or Field Service Quality Engineering.
• Strong knowledge of customer complaint resolution processes, FIR investigations, and corrective action methodologies.
• Experience conducting root cause analysis and implementing CAPAs.
• Ability to collaborate effectively with Manufacturing, Quality, Process Engineering, Design Engineering, and Field Service teams.
• Experience in jointly managing the development and maintenance of data collection and analysis software, ensuring accuracy in quality reporting and metrics.
• Proficiency in quality systems, statistical analysis, and process improvement methodologies.
• Excellent communication and problem-solving skills.
• Certifications such as CQE (Certified Quality Engineer), Six Sigma, or Lean Manufacturing.
• Experience with Regulatory Compliance will be a distinct plus.

Physical Requirements

• The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation:
• Work is performed in an office, warehouse, or customer facility.
• May require duties performed in a production setting, including loud noises.
• Work in a stationary position up to 75% of the time.