Customer Quality Sustaining Sr. Staff Engineer

At Seagate, the Customer Success team ensures our customers achieve optimal outcomes with our products and services. Working closely with Sales and the broader account team, we deliver exceptional value and support throughout the entire customer journey.

About the role

• Play a pivotal role in upholding our commitment to customer satisfaction and product excellence.
• Lead a global Customer support team to meet the needs of our top Customers, leveraging Seagate's resources to deliver best-in-class support for HDD products quality across all phases of the product lifecycle.
• Establish and maintain effective communication channels between the Customer, Field Engineers, Design Center Customer Quality organizations, and Factory Customer Technical Support teams to ensure swift and efficient resolution of customer quality issues. Lead this cross-functional account team during issue resolution.
• Manage complex quality deliverables to the Customer, taking ownership of business and quality metrics at assigned accounts, including product performance and overall customer satisfaction. Drive internal communication and corrective action as necessary to achieve these objectives.
• Serve as the primary point of contact for all sustaining activities, including managing and analyzing customer integration DPPM, field ARR/AFR, field escalations, failure-analysis status reporting, and other sustaining issues.
• Develop, review, and present customer presentations and reports, articulating complex technical information in a clear and concise manner.
• Manage intricate quality deliverables to support new product qualifications, ensuring seamless integration and customer satisfaction.
• Serve as the customer's advocate within Seagate, ensuring their needs, concerns, and priorities are effectively represented and addressed across the organization.
• Engage with Seagate global teams and customers.
• Travel to customer sites and manufacturing facilities nationally and internationally.

Requirements

• Anticipate long-term technical and organizational needs and connect engineering decisions to business objectives.
• Strong analytic skills, with the ability to draw meaningful conclusions from raw data.
• A strong understanding of disk drive technology and considerable experience in the Hard Disk Drive industry.
• The ability to develop, interpret, and proactively manage customer DPPM, AFR, ARR, and associated metrics.
• Proficiency in Excel and PowerPoint, with the capability to present complex material to senior-level audiences effectively. Knowledge of JMP, Weibull, and/or Minitab.
• Experience leading a global customer support team to meet the needs of top customers, leveraging resources to deliver best-in-class support for HDD product quality across all phases of the product lifecycle, and working with cross-functional teams.
• Ability to travel nationally and internationally.
• Bachelor’s degree in an engineering-related field (e.g., Electrical, Mechanical, Chemical, Computer Engineering, Materials, Physics, or Information Technology) and 12+ years of experience, or a master’s degree in the same and 8+ years’ experience, or a PhD and 5+ years’ experience, or equivalent experience and education.

Preferred Qualifications

• Systems-level experience is a plus.
• Experience supporting customers, suppliers, or product qualification activities through roles in Customer Quality Engineering, Field Engineering, Technical Customer Support, Qualification Management, or Supplier Engineering is highly valued.

Location

This position can be based out of either Shakopee, MN, or Longmont, CO.

• Shakopee, MN: Located 25 minutes southwest of Minneapolis, our campus offers a rural vibe with wide-open spaces, overlooking a horse racing track and stables. The campus includes a fully equipped fitness center, on-site café with freshly sourced foods and specialty coffees, and nearby entertainment and dining options.
• Longmont, CO: Nestled against the foothills with views of the Rocky Mountains, our product-design campus features an on-site cafeteria, espresso bar, 1-mile walking path, recreational facilities (ping-pong, volleyball), a 24-hour fitness center, and various employee resource groups. The campus hosts over 1,500 employees.

Pay

The estimated base salary range for this position is $120,265.00 - $175,283.00. The individual salary is based on work location and additional factors, including job-related skills, experience, and relevant education or training.

Benefits

• Eligibility to participate in a discretionary bonus program.
• Medical, dental, vision, and life insurance.
• Short- and long-term disability coverage.
• 401(k) retirement plan.
• Employee stock purchase plan.
• Health savings account (HSA).
• Dependent care and healthcare spending accounts.
• Paid time off, including 12 holidays, flexible time off pursuant to Seagate policy, a minimum of 48 hours of paid sick leave, and 16 weeks of paid parental leave.