Customer Quality Engineer / Professional

The Customer Quality Engineer (CQE) is responsible for ensuring that Iris Power products meet or exceed customer expectations throughout the product lifecycle. This role acts as the primary technical interface between customers, quality, engineering, and operations, focusing on root cause investigation, corrective actions, and continuous improvement to uphold the highest standards of reliability and performance in power generation applications.

Customer Quality Engineer Responsibilities:

• Serve as the primary quality contact for customers regarding product performance, complaints, and field issues
• Lead customer communications for quality incidents, including interim containment, root cause updates, and corrective actions
• Support customer audits, qualifications, and technical reviews
• Lead investigations of customer complaints, non-conformances, and field failures using structured methodologies (8D, RCA, FMEA, Fishbone, etc.)
• Coordinate cross-functional teams (Engineering, Manufacturing, Supply Chain) to identify root causes
• Ensure effective corrective and preventive actions are implemented and verified
• Ensure compliance with internal quality management systems (e.g., ISO 9001) and customer-specific requirements
• Maintain documentation related to customer quality issues, concessions, and deviations
• Participate in internal audits and continuous improvement initiatives
• Analyze field data and failure trends to drive product reliability improvements
• Provide feedback to design and manufacturing teams on potential design or process weaknesses
• Support reliability initiatives for products.
• Track and report customer quality KPIs (complaints, response time, closure effectiveness, field returns)
• Prepare technical reports and customer-facing documentation

Quality Systems & Compliance:

• Ensure compliance with ISO 9001 Quality Management System and perform internal and external audits.
• Maintain proper document control and process traceability
• Generate and report applicable quality KPIs

Experience / Qualifications:

• Engineering Degree (Electronics, Electrical, Mechanical) or Engineering Technologist (CANADIAN SITES ONLY)            
• 3+ years of experience in manufacturing quality or process engineering
• Experience with PFMEA / DFMEA and control plans
• Strong knowledge of root cause analysis tools (8D, 5-Why)
• Strong data analysis skills
• Ability to read and interpret Electrical and Mechanical engineering drawings and BOMs
• Knowledge of Lean tools and techniques
• Knowledge of electronic measurement techniques. 

Key Competencies:

• Strong knowledge of quality tools (8D, PFMEA, control plans, SPC)
• Familiarity with high-reliability products and failure analysis techniques
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced manufacturing environment
• Excellent communication and teamwork
• Detail-oriented with strong documentation skills
• Attention to detail.
• Time management skills, including planning and prioritization.
• Self-starter and innovative with proactive approach

Working Conditions:

• Majority of time spent on the manufacturing floor
• Frequent interaction with production and engineering teams

General Information:

• Location: Fairport, NY
• Reports to: Quality Manager

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