Customer Quality Engineer

Customer Quality Engineer

If you're looking for a special place to build or grow your career, you've found it. Whether you're an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

The Customer Quality Engineer (CQE) manages all customer-facing quality activities, ensuring timely resolution of issues and maintaining customer satisfaction. This role serves as the primary liaison between customers and internal teams, leading investigations of complaints and field failures, driving root cause corrective actions, and ensuring effective containment and long-term solutions. The CQE collaborates cross-functionally to prevent recurrence of issues, improve product performance, and maintain compliance with ISO 9001 quality standards.

• Serve as the primary point of contact for customer quality-related matters
• Lead the investigation and resolution of customer quality concerns (e.g., defects, escapes, warranty claims)
• Ensure timely responses aligned with customer expectations and service level agreements (SLAs)

• Oversee Quality Technicians in warranty teardown and related activities
• Act as the voice of the customer internally and ensure alignment across cross-functional teams

• Support the disposition of customer warranty returns
• Partner with Engineering to assess product and process risks and implement appropriate control plans
• Participate in the review of customer product and process change requests
• Issue quality alerts in response to customer complaints and process deviations
• Own and manage the end-to-end warranty process for all customers
• Manage the corrective action process to ensure timely and effective resolution

• Perform internal process and quality system audits and maintain the internal audit plan
• Own and maintain quality processes, procedures, work instructions, and records

• Participate in daily GEMBA walks and maintain the Quality GEMBA board
• Provide monthly reports on quality performance, improvement projects, and problem-solving activities
• Identify opportunities to enhance the Quality Management System and drive continuous improvement
• Develop and present data during Quality Management Reviews

Qualifications:

• Proficiency in Microsoft Office Suite or related software
• Strong knowledge of quality management principles, methodologies, and tools
• Understanding of testing best practices and defect management processes
• Working knowledge of ISO 9001 quality management systems
• Strong interpersonal skills and ability to work effectively in a team environment
• High attention to detail and accuracy
• Strong analytical thinking, decision-making, and problem-solving skills
• Excellent written and verbal communication skills
• Ability to define problems, collect and analyze data, and draw valid conclusions
• Strong customer focus with effective influencing and stakeholder management skills

Education and/or

Experience:

• Bachelor's degree in engineering or a related discipline required
• 5–8 years of relevant experience in quality or manufacturing environments
• Experience with root cause analysis, GD&T, measurement systems, SPC, and lean manufacturing preferred
• Experience managing customer quality issues, including warranty and field failures
• Prior experience with people or technician-level oversight preferred
• ISO 9001 / AS9100 / IATF 16949 / ISO 13485 auditor certification preferred

Physical Demands:

• While performing duties of the job, employee is required to move around and be still; use hands to handle objects, tools, or controls; reach with hands and arms; talk and hear.
• Employee will occasionally lift up to 50 lbs.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

• Office and shop floor working environment.
• Noise level is minimal with intervals of spikes.
• Required to wear safety glasses and utilize safety equipment while present on the shop floor.

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

Total Rewards

The compensation range for this position is $ - $, depending on experience. This position may be eligible for performance based bonus plan.

Benefits Package

Our comprehensive U.S. benefit offerings include:
Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page.

IDEX is an Equal Opportunity…