Customer Quality Engineering Leader

Application window expected to close 8/30/2024

Who We Are

The Silicon Operations team's vision is to enable a world class Silicon Supply Chain Operations team to service Silicon component needs of Cisco's core businesses as well as the emerging components business. We are an exciting team that works in a fast-paced, start-up type environment with a mission to scale Cisco's Silicon-One business.

Who You'll Work With

You will work with Product Development, Product Engineering, Customer Quality Engineering, Reliability Engineering, Product Operation, Manufacturing Operation teams as well as manufacturing partners to ensure product quality meets or exceeds the target quality, reliability requirements and performance metrics that are committed to the business. You will have the ability to inspire change and improve product quality in collaboration with a diverse multi-functional team while making a difference to Silicon One's customers.

Who You Are

• Understanding of statistical tools (SPC, DOE) for use in making data-driven decisions.
• Ability to drive improvement through the leadership of cross-functional continuous improvement activities/teams
• Represent quality and customer requirements in change management meetings
• Sophisticated data analysis and data-driven skills. Working knowledge of JMP, Minitab and Excel (Vlookup, Pivot table), PowerBI to drive deeper analysis for continual improvement opportunities
• Problem solving experience leveraging industry best practices (8D, 3X5 Why, Fish Bone, Fault Tree, FMEA)
• Have the potential to quickly understand the business and legal sense
• Ability to remain calm and logical under high pressure situations
• Must be capable of effectively interfacing at all levels of the organization including executive level both internally and with the customer

What You'll Do

The CQE leads a team and will be responsible for all aspects of product quality across the product lifecycle. The CQE partners with Marketing, Applications, Design, Packaging, Wafer, Assembly, Test, Failure Analysis, Reliability, Supply Chain and Sales to ensure high quality products are delivered to our customers. This role is central to customer RMA/FA support: coordinating the process to receive customer failures; drive verification, root cause analysis and reporting using the 8D process. The role will provide an exciting career with high impact to the company and continuous technical and leadership growth.

• Resolve customer issues via leading a cross-functional technical team to determine containment, root cause and corrective actions. Interface with customers to fully understand the customer's complaints and provide regular status.
• Drive team to achieve DPPM goal, customer complaint cycle time targets and deliver high quality 8D reports.
• Establish, maintain and improve fab quality metrics (working towards zero defects) as well as acknowledging and following up on customer complaints (IQA failures, field returns, RMA requests, FA requests, etc.)
• The ability to work constructively with multi-functional teams to achieve departmental goals is also extremely meaningful
• This position requires excellent attention to detail, problem-solving skills, root cause analysis, developing and maintaining customer and supplier (both internal and external) relationships

Minimum Qualifications:

• Bachelor's degree in Electrical Engineering or related degree
• Minimum 5 years of experience in Semiconductor and 10+ years in the areas of Design, Test, Wafer fab, Assembly, Failure Analysis, Product Engineering, Reliability, Supply Chain or Quality
• 5+ years in Customer and Management experience
• Experience with tools such as 8D's, 5S, FMEA, Poka-Yoke, etc.

Preferred Qualifications:

• Master's degree in related field preferred
• ASQ Certification as CQM, CQE and/or CRE and/or formal Six Sigma training (Green/Black Belt certification) would also be a plus

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here's how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (30 years strong!) and only about hardware, but we're also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box!

But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool.

#CiscoSiliconOne

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.