Sr Customer Quality Engineer

About the role

Advanced Energy (Nasdaq: AEIS) is a global leader in the design and manufacturing of highly engineered, precision power conversion, measurement and control solutions for mission-critical applications and processes. AE’s power solutions enable customer innovation in complex applications for a wide range of industries including semiconductor equipment, industrial, manufacturing, telecommunications, data center computing and healthcare. Advanced Energy has devoted four decades to perfecting power for its global customers and is headquartered in Denver, Colorado.

Why be a part of Advanced Energy? Some people say it’s like working in the best of two worlds. We operate like an agile, growing, small company – you can see your work make a difference to the company every day. Things move quickly and you can see and feel it. At the same time, we’re a global company founded in 1981 and have been publicly traded for more than 28 years. We have a strong cash position, deep trust and partnership with leading customers, a global best-in-class operations capability, and a proven leadership team. We have a track record and resources to make things happen both organically and inorganically. Being part of a nimble company with a solid foundation attracts team members that are capable, driven and like a challenge. Our employees collaborate and know how to have fun inventing, working, building and winning together. At our core, we are Advanced Energy – powering the future, together.

Responsibilities

• Develops strategic relationships with the customer across functions: supplier quality engineering, operations, design engineering, product management and corporate quality.
• Works across AE functional groups (engineering, manufacturing, service) to coordinate strategies for meeting customers’ requirements in all quality areas.
• Defines problems and investigates thoroughly. Is actively involved in customer quality issues from problem definition through resolution.
• Determines the source of problems and drives corrective action.
• Develops action plans and follows through to ensure issues are addressed in a timely manner to customer satisfaction.
• Escalates issues internally as necessary and negotiates across functions to ensure appropriate resources. Assists in the AE internal escalation process. Communicates the status of issues with management.
• Works through the RMA process with the customer.
• Participates in and provides detailed customer quality information for weekly customer meetings.
• Communicates regularly with the customer to ensure confidence that AE is monitoring the situation closely.
• Develops knowledge related to customer quality and copy exact processes.
• Develops detailed and accurate data and delivers quality reviews with both the customer and AE management.
• Prepares Failure Analysis Investigation corrections and burndowns.
• Participates in customer audits of AE processes and ensures results are communicated to AE management. Actively addresses any issues.
• Prepares monthly Voice of Customer Scorecards. Leads internal review of AE’s response.
• Identifies emerging quality issues, risks to customer satisfaction, and determines investigative actions.
• Develops and maintains weekly and/or monthly detailed reports of customer issues and recommended plans to address issues.
• Provides support to other Quality functions as needed.

Qualifications

• Demonstrated ability to work with cross-functional teams to reach resolutions for customers and AE.
• Ability to manage multiple projects simultaneously.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills to build relationships with individuals in various roles and locations.
• Ability to influence and negotiate in complex situations.
• Ability to identify, define, and resolve problems independently.
• Must display initiative and follow-up skills to see issues through successful completion.
• Critical thinking and strong analytical skills are required.
• Ability to gather and interpret data using AE systems.
• Ability to report detailed information to management.

Experience

• 5+ years of experience in a program management role demonstrating successful direct customer interactions.
• Demonstrated success influencing and negotiating difficult and complex customer issues to resolution.

Education

• Essential: BS Degree in Engineering or related field.
• Desirable: Understanding and working experience with SPC, related software, 6 Sigma training, and use of 8D problem solving framework and tools.