Director, Customer Quality Engineering

Director, Customer Quality Engineering

Location:

US

The Director, Customer Quality Engineering will be responsible for managing & leading the Customer Quality Engineering group to ensure customer satisfaction. This individual will be the DRI (Direct Responsible Individual) for Customer Quality Representatives. This individual will lead the Customer Quality Engineering team to resolve customer quality issues and be the voice of the customer within pSemi.

• Set the strategy and performance standards for the Customer Quality Engineering function to deliver customer satisfaction and business continuity.
• Lead, develop, and coach a team of Customer Quality Engineers; build a scalable organization with clear roles, succession plans, and a culture of accountability and continuous improvement.
• Serve as the customer quality interface; build trusted relationships with customer quality leadership and internal executives to align priorities, risks, and commitments.
• Own the end-to-end customer complaint and corrective action system (RMA/CAR/8D), ensuring cross-functional root-cause, containment, corrective/preventive actions, and timely, high-quality customer communication; negotiate resolution plans, timelines, and messaging as needed.
• Lead customer quality reviews and executive escalations, including failure analysis readouts, 8D status, and readiness for new product introduction/qualification; ensure risks are assessed, mitigations funded, and decisions documented.
• Own external-facing quality and reliability positions (e.g., quality FAQs, reliability statements, and standard responses); negotiate quality/reliability requirements and protect confidential information in all customer communications.
• Direct customer audits at pSemi and key supply‑chain partners (foundries/OSATs), ensuring audit readiness, aligned messaging, effective hosting, and closure of all findings/actions on agreed timelines.
• Provide guidance for customer-impacting changes, including PCNs and customer notifications; represent Customer Quality on PCRB/MRB to assess risk, align disposition, and ensure robust communication and documentation.
• Establish and track customer quality KPIs (e.g., complaint cycle time, escapes, audit outcomes, and customer satisfaction), drive continuous improvement initiatives, and regularly brief senior leadership on trends, risks, and resource needs.

• 10+ years of customer quality engineering or Product Engineering with extensive customer interface experience
• Experience with IC wafer process manufacturing and development
• Experience with Quality Management Systems & ISO-9001 (also IATF-16949 preferred)
• Experience with 8D problem solving methodology
• 4+ years of managing a team of engineers
• Experience in dealing with complex semiconductor customer base and various supplier bases
• Experience in managing high-volume consumer electronics and semiconductors
• Strong skills using MS Office software tools, data analytical tools
• Strong leadership skills
• Excellent written and oral communication skills, interpersonal and problem-solving skills
• Ability to work well with all levels of internal management and staff, as well as external customers
• Capable of prioritizing and managing multiple projects, and meeting established deadlines in a fast‑paced environment
• Sense of urgency to meet customer requirements and ability to clearly assess and manage risk
• Willingness to travel domestically and internationally when necessary

• BS in Electrical Engineering or related engineering field

• This job operates in a professional office environment. This role routinely uses standard office equipment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Specific vision abilities required by this job include close vision, distance vision,…