Customer Quality Engineer

Job description

The Customer Service Engineer serves as the primary liaison between customers and the organization, ensuring customer satisfaction through effective communication, timely response to customer requirements, management of customer complaints, and coordination of cross-functional teams to resolve issues. This role focuses on maintaining strong customer relationships while supporting quality, delivery, and continuous improvement objectives.

Key Responsibilities

Act as the primary point of contact for assigned customers. Build and maintain strong customer relationships. Respond promptly to customer inquiries, concerns, and requests. Coordinate customer meetings and provide regular status updates. Receive, document, and manage customer complaints and concerns. Lead problem-solving activities using methodologies such as 8D, 5 Why, Fishbone Diagram, and PDCA. Coordinate containment, corrective, and preventive actions.

Ensure effective closure of customer issues within agreed timelines. Monitor customer performance metrics and satisfaction levels. Analyze quality trends and identify improvement opportunities. Support continuous improvement initiatives focused on customer satisfaction. Participate in customer audits and quality reviews. Collaborate with Quality, Manufacturing, Engineering, Supply Chain, and Program Management teams. Escalate critical issues impacting customer satisfaction, product quality, or delivery performance.

Coordinate fast response activities for customer concerns. PAPP package submission to get customer approval IMDS Submission

Qualifications

Bachelor's Degree in Mechanical Engineering, Industrial Engineering, Manufacturing Engineering, Mechatronics Engineering, Quality Engineering, or related field. Minimum of 2-5 years of experience in Customer Service, Customer Quality, Quality Engineering, or a related role within a manufacturing environment. Experience in the automotive industry and interaction with OEM or Tier 1 customers is preferred.

Core Tools

APQP, PPAP, PFMEA, SPC, and MSA. Root Cause Analysis methodologies. 8D Problem Solving Process. IATF 16949 and ISO 9001 requirements. Customer Scorecards and Quality KPIs. Advanced English communication skills (written and verbal). IMDS. Customer portal Knowledge(BMW, Honda, Stellantis).