Quality Engineer - CQM

Overview

This position will work to fully resolve our customers’ claims while remaining fiscally responsible and applying resolution within our written warranty terms as quickly and efficiently as possible to meet our customers’ needs. It manages customer claim resolution including testing of failed products and communicating resolution to customers and sales representatives for those accounts. The role contacts relevant manufacturing teams and works with them to improve future products.

• Develop comprehensive approaches to meeting the technical Quality objectives of customer technical system analysis, interaction with Customers, Sales, Product Management, Marketing, R&D, Supplier Quality and Manufacturing to effectively resolve customer claims and reduce cycle time.
• Evaluate failed product to identify root cause. Propose and/or evaluate design and process quality measures and systems to ensure product quality during design and manufacturing phases, often identified as a result of 8D Methodology for resolving the problem.
• Design and install quality control process sampling systems, procedures and statistical techniques for claim management.
• Design or specify inspection and testing mechanisms and equipment necessary to troubleshoot customer claims. Recommend revision of specifications when needed and collaborate with manufacturing plants to validate effectiveness.
• Provide first‑level technical support to customers for troubleshooting technical issues as well as responding to product safety and liability claims involving our product.
• Conduct customer site visits and report on results. Travel time can be up to 25%.
• Ensure that all claims handled are appropriately reported within Customer Quality Management so they become part of the feedback to the Business Unit Product, Quality and Supplier Managers.

• Solid understanding of troubleshooting and typical failure modes of circuit boards and their components with minimal access to schematics.
• Experience with instruments such as oscilloscopes, multimeters, color measuring and temperature measuring equipment.
• Demonstrated ability to work within a team structure with cross‑functional relationships.
• In-depth working knowledge of SAP and Microsoft Office Suite.
• Statistical methods training and experience are desired (8D Methodology, FMEA and Six Sigma, Lean Manufacturing).
• Excellent written and verbal communication in English, with concise verbiage that leaves no ambiguity and requires no review or editing prior to submission directly to customers.
• Ability to negotiate resolutions with customers is key.

• Bachelor’s degree in Electrical Engineering (or relevant field) with preference for 1 year of experience or more.

• Position will be located in Versailles, KY with regular on‑site office hours Monday‑Friday.
• Relocation and/or work sponsorship are not available with this position.
• Position is eligible for the LEDVANCE employee referral program.