VOC Engineer IV

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Job Description

Job Description

The VOC (Voice of Customer) Engineer will facilitate effective communication between our team and the organization. This role will focus on building strong relationships, developing communication tools, and prioritizing customer feedback to guide strategic decisions. The ideal candidate will excel in collaboration, process development, and supporting the team in prioritizing VOC opportunities to provide solutions for external stakeholders.

This position will support the Enterprise Division Quality Team located in Montgomery, AL (Hybrid), or Roswell, GA (Hybrid). This role requires 50% travel (international and domestic).

Responsibilities

• Build strong relationships with internal and external stakeholders
• Develop a strategy for communication from and to the team
• Partner with sales, product & engineering to ensure that customer’s needs are met
• Prioritize and drive resolution for escalated customer issues
• Provide feedback to product and engineering teams on product gaps and opportunities for improvement
• Leverage current toolsets and cross-functional team members to creatively identify and resolve customer technical issues
• Maintain a high level of Customer satisfaction by clarifying Customer needs and ensuring that they are met.
• Handle Customer-relation problems promptly and appropriately, escalate issues according to established procedures.
• Respond to service, product, technical, and Customer relations questions.
• Conducting research to find solutions to technical problems or issues
• Preparing reports regarding technical support issues and resolutions
• Performing engineering tasks such as designing prototypes or developing new products
• Designing solutions to meet customer needs based on technical knowledge of the product or service being provided
• Working with other departments, including sales, marketing, accounting, and customer service to ensure that customer needs are met
• Repairing equipment or providing technical support to customers when needed
• Directs the activities of other engineers who may be assigned to assist in the planning, analyzing, and executing an assigned research or development project.
• Provides training in product quality requirements and operation of the quality system.
• Plans, designs, and conducts product, process, and system audits.
• Direct or participate in chronic problem-solving projects. Identifying root cause thru methodical process as A3, 8D, DMAIC. Participates in development of alternative solutions. Coordinated implementation to the approved solution.
• Makes theoretical and experimental investigations of designs and processes and formulate the basic method of approach to the solution of problems which are fundamentally of an indeterminate nature
• Cooperates with other groups regarding the application of testing or research results, use of machines, materials, or processes.
• Represents company to outside representatives.
• Participate in Cost Improvement Project initiatives as a part of the core team
• Plans, directs, and evaluates field test programs for new or revised products.

• Bachelor’s degree in engineering, computer science, information technology or a related field.
• 7+ years of prior relevant experience.
• Experience working in a manufacturing setting
• Black Belt in six Sigma Methodology or equivalent experience
• Knowledge and experience in current Quality Assurance procedures and systems.
• Must have the ability to interact and work in a factory floor environment.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Demonstrated ability to work well with others is a matrix team environment.
• Ability to work well under pressure in a fast-paced environment with minimum errors and excellent attention to detail.
• Domestic and International travel required.

• Certified Quality Engineer (CQE)
• ASQ Quality Engineering Certification