Quality Engineer - Customer Support

Overview

Join to apply for the Quality Engineer - Customer Support role at Industrial Electric Mfg. (IEM).

About IEM Industrial Electric Mfg. (IEM) is the largest independent full-line manufacturer of custom power distribution systems in North America. Founded more than 75 years ago in Fremont, California, IEM grew alongside Silicon Valley and today operates over 1.7 million square feet of manufacturing capacity. With $1B+ in annual sales and 10,000+ commissioned projects across technology, data centers, commercial, energy, utilities, healthcare, industrial, and infrastructure markets, IEM continues to deliver exceptional product quality, dependable service, and the flexibility to meet complex technical requirements at scale.

Purpose of Position

To be the primary point of contact for the Customer and Commercial Teams about quality-related issues. Collect root cause analysis data and provide corrective feedback due to quality issues. Responsible for ensuring that the products produced meet quality standards required to minimize quality costs and maximize customer satisfaction while ensuring that procedures and processes are adhered to. Ensure incoming materials meet required quality standards.

Support new product introductions to ensure the robustness of product. Work in a team environment to develop and implement best practices that emphasize defect prevention, reduction in variation and waste and provide for continuous improvements in meeting all customer requirements. Manage the customer specific requirements and coordinate technical support. Work on many phases or sub-tasks of projects or entire projects of moderate complexity, with results impacting on project completion.

Work mostly independently under general supervision, reviewed at project milestones and/or on completion by Senior Management.

Key Responsibilities

General and Task Management

• Build strong, working relationships with customer and in-house commercial teams to ensure complete and transparent communication and support.
• Coordinate activities to evaluate and resolve sometimes technically challenging engineering and quality-related problems encountered in the customer’s facility.
• Determine and collect relevant data for product and installation improvements to understand any problems and decide when to appropriately escalate issues.
• Investigate reports of defective, damaged or malfunctioning parts, assemblies, equipment or systems to determine nature and scope of problem that the customer is experiencing.
• Initiate containment of stock at all locations and prevent further nonconforming production.
• Investigate the fault and extent of potential recall.
• Examine defective part for conformance to engineering design drawings or specifications.
• Identify anomalies on engineering drawings back to the design function.
• Maintain records to oversee recording of information by others to ensure engineering drawings and documents are current and that engineering related production problems and resolutions are documented.
• Feedback to company what the issues are.
• Evaluate findings to formulate corrective action plan and coordinate implementation.
• Control clean cut-offs throughout and ensure containment is managed while ongoing corrective actions are implemented.
• Organize any re-work of finished goods that may be necessary.
• Report into the customer what the root causes were to quality issues, the containment measures and corrective actions taken to ensure resolution.
• Review engineering specifications, orders and related information to maintain current knowledge of manufacturing methods, procedures and activities.
• Assist with training of quality awareness.
• Monitor and report on KPIs to adhere to processes and prevent non-conformity relating to product, process or system.
• Assist with new product introduction, representing the customer and support and manage pre-production trial runs and first-off sample approvals.
• Promote the use of customer preferred techniques for continuous improvement such as Six-Sigma, Poka-Yoke (Error Proofing), Kaizen.
• Participate in the development and refinement of Design and Process FMEA’s and represent the customer’s views.
• Manage and…