Customer Quality Engineer

Description What we do-

Aspen is a technology leader in sustainability and electrification solutions. The Company's aerogel technology enables its customers and partners to achieve their own objectives around the global megatrends of resource efficiency, e-mobility, and clean energy. Aspen's Pyro Thin products enable solutions to thermal runaway challenges within the electric vehicle ("EV") market. The Company's Cryogel and Pyrogel products are valued by the world's largest energy infrastructure companies.

Aspen's strategy is to partner with world-class industry leaders to leverage its Aerogel Technology Platform into additional high-value markets. Aspen is headquartered in Northborough, Mass.

At Aspen, our values reflect who we are and how we work both with each other and our customers, suppliers, and communities. They shape our interactions, guide our decisions, and inspire us to bring our best. Whether collaborating internally or externally, our values drive us to make a meaningful impact within Aspen and in all our relationships.

• We Do the Right Thing
• We are Problem Solvers
• We are Allies
• We Drive Forward

Aspen is looking for an engaging, motivated, and dynamic Customer Quality Engineer to provide technical support to external customers in Aspen's Aerogel Material business. The Customer Quality Engineer plays a key role in being the face of the Quality organization in day-to-day engagement with customers.

The Customer Quality Engineer is responsible for establishing a positive working relationship with strategic customers to drive quality improvements. The Engineer shall represent the Voice of the Customer related to quality issues. The customer service level shall be aligned with Aspen's strategic direction and priority.

This is a fully remote position that may be based in either the United States or Mexico. Candidates must be authorized to work in their country of residence and meet applicable employment requirements.

• Customer facing responsibilities:
  • With the Quality Manager of the Site is the main contact with the customer when a Quality Issue is issued.
  • Responsible to Manage APQP, 0K and warranty claims.
  • With support of the Liaison Engineers and Quality Management ensure proper negotiation with customers about quality claims, ppm's and customer quality charge backs.
  • Responsible to keep up to date the following KPI:
    Customer Complaints, 8d closure and responsiveness , sorting and customer charge backs.
  • Responsible to keep up to date the warranty System Portal (when applicable)
  • Expert on problem solving tools as: 8d, DMAIC, FTA etc.
  • Quality subject matter expert for a group of products in manufacturing. Provide onsite support, as needed.
  • Primary technical point of contact for customer complaints, changes to existing products and PPAP submittals.
  • Lead role in driving timely customer complaint closure within Aspen
  • Customer Score Card/Satisfaction
    - Responsible for monitoring, tracking, and driving improvement in the customer score card related to product and delivery issues
  • Customer Specific Requirements - intimate knowledge of requirements and translate/communicate requirements within Aspen and assure compliance
  • Customer Audits
    - Responsible for coordination of audits and leading closure of findings.
  • Responsible to define and manage the support on site with customer through the liaison engineers and third sorting companies.
  • Responsible to Manage with the Aspen Sites the approval and forecast calculation for the total cost of sorting activities in customer sites.
  • Responsible to follow with the Aspen Sites the Closure of the 8d to the programs assigned to his / her role.
• Internal
  - Aspen responsibilities:
  • Responsible to Lead AIMS and CAPA process to all the programs assigned to their role.
  • Understand the customer application and product requirements. Translate and communicate the requirements into Aspen's product design and manufacturing activities to drive improvement and customer satisfaction.
  • Actively participate in Aspen's Product Development and APQP process, representing the voice of the customer.
  • Lead and coordinate cross functional activities targeted at customer complaints resolution and customer facing quality improvement programs
  • Engage in customer calls and meetings on program development, launch, and iteration.
  • Participate in RFQ's for new programs as the quality representative
• Performs other related duties as assigned by management.
• Adopt and follow Aspen's core…