Customer Quality Liaison

Career Area:
Operations

Job Title:

Customer Quality Liaison

Salary: £19.72 per hour

Location:

Shrewsbury

• 25 days annual leave
• Up to 6% Bonus
• Contributory pension scheme – Caterpillar will double the employee’s contribution
• Up to 10% Contributory share scheme – Caterpillar will match 50% of the employee’s contribution
• Optional flexible benefits including access to health and dental care plans, EV car lease, holiday purchase

Caterpillar Defense at Shrewsbury is responsible for the design, development and integration of engine and drivetrain packages to meet the needs of tracked and wheeled military products globally. The facility also provides remanufacturing services for industrial military engines, components and transmissions.

Are you passionate about solving technical problems, investigating product quality concerns, and driving continuous improvement? We are looking for a Customer Quality Liaison to join our Quality team. This role acts as the key link between our customers and internal teams, ensuring customer concerns, warranty issues, and product quality investigations are resolved effectively and translated into meaningful improvements across the business.

You will work closely with customers, manufacturing, engineering, supplier quality, and operations teams to understand product issues, facilitate investigations, identify root causes, and drive corrective actions. This is not a retail customer service role. We are seeking someone with a quality, manufacturing, engineering, or technical background who enjoys understanding how products work and solving complex problems.

• Act as the primary quality contact for customer quality concerns and warranty investigations
• Coordinate technical investigations from initial notification through to resolution
• Support product strip-down, inspection, and root cause analysis activities
• Work with Manufacturing, Engineering, Supplier Quality, and Process teams to identify and implement corrective actions
• Analyse warranty and field performance data to identify trends and recurring issues
• Prepare investigation reports and communicate findings to customers and internal stakeholders
• Ensure customer feedback and lessons learned are embedded into products and processes
• Support containment activities where product quality concerns arise
• Represent the voice of the customer within the business

• Essential Experience with in a manufacturing, engineering, technical, or quality environment
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management abilities
• Ability to manage multiple investigations and priorities
• Confidence working with cross-functional teams

• Quality Engineering or Manufacturing Engineering experience
• Knowledge of warranty processes and customer investigations
• Experience of root cause analysis methodologies such as 8D, 5 Why, or Fishbone
• Understanding of quality management systems and continuous improvement principles
• Experience interacting directly with customers on technical matters

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For over 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced‑carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

NB. The panel cannot make assumptions when shortlisting therefore please demonstrate your qualifications and experience on your CV relevant to the criteria outlined. Pending the number of applications, the criteria for the position may be enhanced to facilitate shortlisting.

This job is subject to U.S. and U.K. rules concerning the export and protection of controlled or protected technologies or information, including, but not limited to, U.S. State Department regulations at International Traffic in Arms (ITAR), 22 C.F.R. 120 et. seq.; the Export Administration Regulation, 15…