Customer Quality Engineer

• Member of the Warranty Review Board team and Technical Inquiry Team.
• Monitor product performance in the field compiled from warranty returns and technical inquiry analysis data.
• Initiate quality alert feedback from customer concerns and request containment activities.
• Facilitate problem solving teams utilizing tools such as 8D's and Kaizen events.
• Follow up to the completion of corrective actions and their effectiveness addressing the original problem.
• Take action to prevent the problem from re-occurring in similar products and/or processes.
• Ensure problem statement, root cause and corrective actions and response to customer are documented and completed thoroughly and in a timely manner.
• Ensure process/product documentation is updated based on corrective action (i.e. CMM's, folding procedures, work instructions, ATP's, etc.).
• Report corrective action to customers through portals when applicable, or any other means prescribed by the Customer.
• Evaluates and report monthly KPIs on our customer quality performance.
• Present customer problem statements from warranty and technical inquiries, including root cause, corrective actions, and trends to upper management per established schedule.
• Provide feedback to management on overall product performance in the field, with an eye toward lessons learned for product design improvement.
• Highlight major areas of concern to upper management and recommend/conduct actions to bring performance to an adequate level.
• Other duties as assigned.

Travel specifictity
• Some travel required (approximately 5%)

Additional description
Customer-focused, quality driven, hands-on position responsible for working directly with Engineering, Manufacturing, Supplier Quality, Quality Systems, and the Customer to ensure claims and technical inquiries are properly documented, then analyzed, and corrective actions are developed, implemented and communicated. This includes evaluating production practices and test data, analyzing causes of defect and failures, facilitating countermeasures across all programs, tracking and communicating results to the organization, and driving for success.

Candidate skills & requirements
• Excellent written and verbal communication skills.
• Compiling information from customer web portals, internal databases, usage of Microsoft Office applications and Minitab for data analysis and interpretation.
• Problem solving using standard quality tools (DOE, SPC, probability) and ability to train others.
• Working knowledge of Quality tools including cause-and-effect diagrams, check sheets, control charts, histograms, Pareto charts, scatter diagrams, Affinity Diagrams, Tree Diagrams, Prioritization Matricides, Matrix Diagrams and Process Decision Program Charts (PDPC), AS9100, Lean Manufacturing.
• Fluent in English
• Bilingual English/Spanish helpful
• Ability to work in a cross-functional/international team environment

Annual salary
tbd

Job location

Job location
North America, United States, New Jersey

City (-ies)
Wall Township

Applicant criteria

Minimum education level achieved
Bachelor's Degree

Minimum experience level required
More than 3 years