Customer Quality Engineer
We are passionate about customer satisfaction and service. We fearlessly engage in any effort that will eliminate our customers’ risk and clear a path to their success. We immerse ourselves in our customers’ world, reveal unknowns and deliver integrated solutions.
Key Job Elements
- Lead warranty returns administration and conduct failure analysis by investigating methods and procedures for analysis of warranty parts returned.
- Update and process customer warranties with the highest level of customer service and satisfaction.
- Assist internal Quality and Engineering in providing customer support and education, working with users to identify needs, determine sources of problems, or to provide information on product use as necessary.
- Work with accounting to ensure credits are applied to proper accounts.
- Contact Program Manager to clarify issues and report back on corrective actions.
- Track customer complaints and lead/drive corrective actions by influencing those accountable (Supplier, Design, Manufacturing) utilizing the Global 8D methodology.
- Process ECO, DCN’s and deviations.
- Provide technical assistance and guidance to team members on problems solving techniques on the Warranty Lab.
- Monitor Customer websites to monitor warranty metrics.
- Ensure lessons learned from warranty analysis are communicated across all product/customer platforms ad captured on new projects within DFMEA (Design Failure Mode and Effect Analysis) /PFMEA (Process Failure Mode and Effect Analysis) .
- Manage the Key Performance Indicators (KPIs) (RMA’s, warranty budgets
Experience
- 3-5 years related to support of Quality / reliability systems within an OEM or Components Engineering design group or Technical Service and Warranty returns group.
- Ability to work on multiple fronts each day.
- Excellent communication skills.
- Experience supporting ISO, TS, CSA and /or UL certifications.
- Knowledge of FMEA, Fault Tree Analysis, Product Return Rate Analysis and Root cause failure analysis.
- Ability to effectively manage customer relationships.
- Leadership
- Self-starter / Self-motivator
- Power of analysis
- Strong work ethic
- Innovative outlook
- Customer-focused attitude
- Adaptability
- Sense of urgency
- Positive attitude
- Honesty / Integrity
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