Salary Range: $75,000.00 To $ Annually
Job Title: Quality Engineer Customer Service
Reports to: Quality Manager
Date: August 2026
Category: Full Time - Permanent
Location: 1271 Tapscott Road, Scarborough, ON
Opportunity: This posting is for a new role
Compensation: $75,000 to $100,000/year
About MerrithewMerrithew® is the global leader in mindful movement, the company behind the STOTT PILATES® Movement System™ and a growing portfolio of leading movement education and equipment brands, including Align-Pilates and the GYROTONIC® organization. Since 1988, Merrithew has trained more than 100,000 instructors in over 135 countries and developed premium equipment and science-based education trusted by leading studios, rehabilitation centers and fitness professionals.
Merrithew supports instructors, studio owners and wellness leaders with a complete ecosystem to thrive, including training, equipment, digital resources, business tools and a global network of peers. Its vision is to transform lives through intentional, inclusive movement, shaping the next era of mindful movement through innovation, purpose and a commitment to professional excellence.
GYROTONIC® and GYROKINESIS® are registered trademarks.
Our Core Values- Community – Culture of belonging, encourage connections and engagement
- Passion – Be present, enthusiastic, energetic, committed to purpose, inspiring
- Boldness – Act with courage, change the norm, never settle for “just ok”
- Customer-Centric – Our Vision is fulfilled through our Trainers, Partners and end-customers.
- Accountability – Act like owners, own the results
- Innovation – Delivering the best, highest-quality products, programs and services
The Customer Quality Engineer (CQE) is a senior quality professional responsible for connecting customer experience with product and process quality. This role leads the investigation and resolution of customer complaints, warranty issues, and field quality concerns, working closely with Customer Service, Quality, Operations, Engineering, Product Development, Supply Chain, and suppliers.
The CQE combines strong technical quality expertise with excellent customer-facing skills. The successful candidate will be comfortable leading a technical root cause investigation, working cross-functionally to implement corrective actions, and clearly communicating findings and resolutions to customers and internal stakeholders.
The CQE also provides functional leadership and guidance to Customer Service Coordinators to ensure customer complaints and product concerns are accurately captured, appropriately escalated, and effectively managed.
Major responsibilities Customer Quality Management- Serve as the primary quality representative for customer product complaints, warranty claims, and field performance issues.
- Review and assess customer complaints to determine severity, risk, and escalation requirements.
- Conduct root cause analysis using methodologies such as 5 Whys, Fishbone Diagrams, Failure Mode Analysis, and CAPA processes.
- Coordinate investigations with Manufacturing, Supply Chain, Product Development, Engineering, and Supplier Quality teams.
- Develop and track corrective and preventive actions (CAPAs) through closure.
- Communicate investigation findings and resolutions to internal stakeholders and customer-facing teams.
- Act as the quality subject matter expert supporting Customer Service in the management of complex customer issues.
- Provide functional leadership, guidance, and coaching to Customer Service Coordinators on complaint handling, quality requirements, and escalation.
- Establish and maintain standards for complaint documentation, categorization, investigation, and escalation.
- Review complaint information to ensure…
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