Customer Quality Engineer

The Customer Quality Engineer acts as the primary liaison for product quality matters, ensuring customer satisfaction by addressing quality issues, conducting root cause analysis, and implementing corrective actions. This role is responsible for developing and executing testing protocols, managing documentation, and driving continuous improvement initiatives to meet industry standards and customer expectations.

Responsibilities:

• Develop and execute protocols for Factory Acceptance Tests, Hardware Acceptance Tests, and other customer-required quality documentation.
• Serve as the main contact for customer inquiries and concerns related to product quality.
• Lead investigations into customer complaints, non-conformances, and warranty issues, ensuring timely resolution.
• Coordinate and perform root cause analysis using methodologies such as 5 Whys, Fishbone, and DMAIC, and implement corrective and preventive actions.
• Prepare and submit required documentation, including 8D reports and quality alerts, to customers.
• Monitor and report on customer satisfaction metrics, including scorecards and audit outcomes.
• Collaborate with internal teams to resolve quality issues and enhance product performance.
• Support customer audits and visits, ensuring compliance with relevant quality standards and expectations.

Qualifications:

• Bachelor’s degree in engineering, quality, or a related field.
• 3+ years of experience in a quality engineering role, preferably in a manufacturing or bioprocessing environment.
• Strong knowledge of quality tools and methodologies, such as FMEA, control plans, and inspection reports.
• Experience in customer-facing roles and managing quality issues.
• Proficiency with quality management systems (QMS) and data analysis tools.
• Excellent communication, problem-solving, and interpersonal skills.
• Certifications such as CQE, Six Sigma, or Lean are advantageous.
• Experience with OEM or Tier 1 bioprocessing customers is a plus.
• Familiarity with industry standards, including ISO 9001.
• Ability to travel to customer sites as needed.
• Ability to lift up to 50 lbs and work in a plant environment to conduct testing.