Sr. Staff Customer and Product Quality Engineer

About the role

The Sr. Staff Customer and Product Quality Engineer works with both our customers and internal teams seamlessly from NPI (New Product Introduction) to high-volume mass production hyperscale / AI Server Systems for global marquee customers. Reporting to Sr. Manager of Product and Customer Quality, the Team Lead will act as an escalation point for our customer and lead our customer quality and product quality engineers who serve as the customer’s advocate in driving resolution of issues and continuous improvement. The team is responsible for resolving customer quality issues and ensuring our customer is delighted, while root causing the problem and corrective action to its source including design, process, materials/suppliers, and/or test.

Responsibilities

• Interface with key customers and suppliers to ensure customer satisfaction and customer scorecard expectations are met
• Provide day-to-day guidance and escalation points to customer and other product quality engineers
• Successfully drive resolution of customer issues within agreed-upon service level agreement
• Mitigation of quality issues that impact the customer and internal operations
• Identify systematic/process improvements involving customer quality excursions by working with multiple cross-functional teams including manufacturing, supplier, and design/sustaining engineering