Customer Quality Engineer / Customer Support Engineer

Job Description / Key Responsibilities

• Serve as the primary quality contact for customers regarding product quality concerns, complaints, and claims.
• Receive, investigate, and manage customer complaints and quality issues from initial report through resolution and closure.
• Lead root cause analysis and corrective action activities using tools such as 8D, 5 Whys, and Fishbone Diagram.
• Coordinate with Engineering, Manufacturing, Supply Chain, and other departments to identify root causes and implement effective corrective and preventive actions.
• Monitor quality performance metrics, customer complaints, and customer satisfaction to identify trends and improvement opportunities.
• Prepare quality reports, corrective action reports, 8D reports, and improvement plans for customers and management.
• Present technical findings, investigation results, and corrective action plans to customers and internal management.
• Lead or participate in customer quality meetings, audits, and customer visits.
• Ensure customer quality concerns are addressed within agreed timelines and that corrective actions are properly implemented and verified.
• Support the maintenance and continuous improvement of the company's Quality Management System and compliance with ISO 9001 requirements.
• Drive continuous improvement initiatives to prevent recurrence of customer quality issues and improve overall customer satisfaction.

Qualifications

• Bachelor’s Degree in Engineering, preferably in Mechanical, Electrical, Industrial, Manufacturing, Electronics, or a related field.
• At least 2 years of relevant experience in Customer Support Engineering, Customer Quality Engineering, or Manufacturing Quality.
• Proven experience in handling customer complaints, quality issues, customer claims, and corrective actions.
• Experience working with Quality Management Systems (QMS), preferably ISO 9001.
• Knowledge and hands-on experience in Root Cause Analysis, including 8D, 5 Whys, and Fishbone Diagram.
• Familiarity with Corrective and Preventive Action (CAPA) management.
• Knowledge of FMEA, Control Plans, and Quality Audits.
• Strong customer-facing and communication skills, with the ability to explain technical findings and quality concerns clearly.
• Experience participating in or leading customer quality meetings, issue resolution, and improvement activities.
• Strong analytical, critical thinking, problem-solving, and negotiation skills.
• Highly organized and detail-oriented, with good project management skills.
• Ability to work effectively with Engineering, Manufacturing, Supply Chain, Sales, and other cross-functional teams.