Engineer II, Customer Service

Responsibilities

• Serve as a customer-facing representative and primary point of contact for any quality-related topic, including failure investigation updates, root cause analysis, corrective actions, issue escalation, issue coordination.
• Analyze technical, operational, and customer-related issues to identify trends, contributing factors, and improvement opportunities.
• Monitor and evaluate Cost of Quality (COQ) including scrap, rework, warranty, supplier quality, and field failure-related costs.
• Act as a liaison between engineering, operations, suppliers, and the customer to facilitate effective problem-solving and corrective action activities.
• Conduct follow-up audits to verify effective implementation of corrective and preventive actions.
• Cultivate strong customer relationships through proactive communication, responsiveness, professionalism, and effective issue resolution.
• Perform quarterly onsite customer visits to strengthen customer relationships, support quality discussions, and understand customer needs and concerns.
• Conduct failure investigations and root cause analyses using structured methodologies.
• Collaborate with cross-functional teams to identify cost-reduction opportunities while maintaining product quality, customer satisfaction, and operational performance.
• Travel to OEM, Tier 1 supplier facilities or failed vehicle locations as needed, including support for containment activities.
• Mentor Engineer I level engineers as required.

Qualifications

• Bachelor’s Degree in Finance, Statistics, Mathematics, Data Science, Business Administration, Engineering, Industrial Engineering, or related field required, MBA or MS or equivalent relevant experience preferred.
• 3-6+ years of related experience.
• Experience in analyzing data using statistical tools.
• Experience in root cause analysis using structured problem-solving tools and methodologies.
• Experience in customer-facing roles with strong verbal and written communication skills.
• Experience in project engineering, or program management.

Skills

• Strong verbal and written communication skills.
• Knowledge of quality-related tools (8D, 5 Why, Fishbone diagram).
• Statistical analysis and data interpretation skills (Minitab, Excel, Power Bi, Tableau, R, Python, or similar tools).
• Results-oriented and data-driven mindset.
• Attention to detail.
• Structured problem-solving skills and critical thinking.
• Techically proficient and motivated to continuously improve.
• Familiarity with automotive quality systems.
• Ability to work flexible hours as needed to support customer requirements.
• Ability to travel domestically and internationally as needed.