Customer Quality Engineer

Role and Responsibilities

· Customer Advocacy: Serve as the primary point of contact for clients regarding quality issues, concerns, and feedback.

· Root Cause & Troubleshooting: Apply structured problem-solving methodologies (e.g., 5-Whys, Fishbone diagrams, Six Sigma) to resolve field failures and internal defects.

· Compliance & Deliverables: Oversee quality documentation and ensure alignment with regulatory requirements from QMS and specifically AS9100.

· Corrective Actions: Develop, track, and implement CAPA (Corrective and Preventive Action) plans to stop defective parts from reaching the customer.

· Continuous Improvement: Work with manufacturing and design teams to prevent process variations and improve overall product reliability.

Ensure appropriate and timely communications of CIP (Continuous Improvement Process) programs to the customer and support effective and appropriate change management, in accordance with agreed upon customer requirements

· Warranty Analysis: Monitor field warranty data, RMA (Return Merchandise Authorization) processes, and customer scorecards to mitigate financial impacts.

Develop Pareto of customer complaints and set up a corrective action plan.

· Customer Experience: Develop customer relationships and communication channels to improve rapid response to customer Quality technical requests.

· Cross-Functional Collaboration: Relay customer feedback and usage data to product and engineering departments to prioritize system improvements, feature requests, and bug fixes.

· Documentation & Reporting: Maintain a technical knowledge base (FAQs, troubleshooting steps) and compile reports detailing the nature and frequency of technical issues.

· Test: Overseeing inspection and test processes to assure customer requirements

· Process Robustness: Performs quality reviews of catalyst design-FMEA for compliance with stated customer requirements, specifications, and quality records