Customer Quality Engineer

EControls is a global provider of innovative, state-of-the-art integrated controls solutions for internal combustion engines and electric drive systems in the off-highway, on-highway, and stationary equipment markets. EControls designs world-class, full-authority engine management systems for major OEMs around the world. Our global engine development labs and engineering staff offer full-range support, from design guidance for base engine conversion to hardware, software, and engine calibration to meet each application's specific requirements.
We are passionate about customer satisfaction and service. We fearlessly engage in any effort that will eliminate our customers’ risk and clear a path to their success. We immerse ourselves in our customers’ world, reveal unknowns and deliver integrated solutions.
Key Job Elements

• Lead warranty returns administration and conduct failure analysis by investigating methods and procedures for analysis of warranty parts returned.
• Update and process customer warranties with the highest level of customer service and satisfaction.
• Assist internal Quality and Engineering in providing customer support and education, working with users to identify needs, determine sources of problems, or to provide information on product use as necessary.
• Work with accounting to ensure credits are applied to proper accounts.
• Contact Program Manager to clarify issues and report back on corrective actions.
• Track customer complaints and lead/drive corrective actions by influencing those accountable (Supplier, Design, Manufacturing) utilizing the Global 8D methodology.
• Process ECO, DCN’s and deviations.
• Provide technical assistance and guidance to team members on problems solving techniques on the Warranty Lab.
• Monitor Customer websites to monitor warranty metrics.
• Ensure lessons learned from warranty analysis are communicated across all product/customer platforms ad captured on new projects within DFMEA (Design Failure Mode and Effect Analysis) /PFMEA (Process Failure Mode and Effect Analysis) .
• Manage the Key Performance Indicators (KPIs) (RMA’s, warranty budgets

Qualifications
Experience

• 3-5 years related to support of Quality / reliability systems within an OEM or Components Engineering design group or Technical Service and Warranty returns group.

Knowledge, skills and abilities.

• Ability to work on multiple fronts each day.
• Excellent communication skills.
• Experience supporting ISO, TS, CSA and /or UL certifications.
• Knowledge of FMEA, Fault Tree Analysis, Product Return Rate Analysis and Root cause failure analysis.
• Ability to effectively manage customer relationships.

Key performance characteristics

• Leadership
• Self-starter / Self-motivator
• Power of analysis
• Strong work ethic
• Innovative outlook
• Customer-focused attitude
• Adaptability
• Sense of urgency
• Positive attitude
• Honesty / Integrity

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