The company is looking to improve customer satisfaction by ensuring a high level of quality in their products. This involves timely and effective root cause analysis of issues, implementing corrective actions, and driving continuous improvement initiatives. The role acts as a bridge between production, engineering, and sales to address customer quality concerns.
Requirements
- Ability to interpret and understand regulatory requirements and customer requirements.
- Strong root cause analysis and problem-solving abilities (8D, 5-Why, Fishbone).
- Proficient in statistical process control and analysis (SPC, Minitab, Excel).
- Strong understanding of statistical analysis and hypothesis testing.
- Working knowledge of QMS (ISO 9001 or equivalent), FMEA, and CAPA.
- Experience with inline inspection systems and methodologies.
- Quality Engineer Certification.
Responsibilities
- Serve as the main site-level liaison for customer quality issues, including RMA investigations, root cause analysis, and communication with Sales and Engineering teams.
- Analyze warranty claims, audit findings and quality performance metrics to identify trends.
- Supervise and guide a team of quality technicians or engineers focused on finished product, out-of-the-box audits, customer requirements, and outgoing quality.
- Implement and maintain customer quality processes aligned with corporate standards (e.g., RMA, RCCA, Apollo, A3, PDCA).
- Monitor and drive improvements in customer complaint resolution time, RMA cycle time, and customer satisfaction.
- Lead internal cross-functional teams to resolve customer-reported issues, identify systemic root causes, and implement sustainable corrective actions.
- Initiate the revision process and engineer solutions using tools such as DFMEA, PFMEA, control plan, etc. to improve quality assurance
Other
- Demonstrated ability to lead cross-functional initiatives with a balance of technical expertise and leadership capability.
- Excellent communication skills, with the ability to present technical information clearly to both internal and external stakeholders.
- Proven ability to lead quality investigations and communicate technical findings clearly to customers and internal stakeholders.
- Proficient in PowerPoint.
- Effective time management and multitasking in a fast-paced environment.
