Customer Quality Engineer is responsible for supporting the enterprise Customer Quality strategy by driving standardized customer quality processes, improving customer satisfaction, and reducing customer quality issues across AFC Industries. This role partners with site quality teams, operations, sales, and supply chain to ensure customer concerns are resolved effectively while implementing preventive actions that improve quality performance across the enterprise.
The position serves as the corporate subject matter expert for customer complaint management, customer quality metrics, root cause analysis, and customer quality system improvements.
KEY RESPONSIBILITIES- Customer Relationship Support: Serve as AFC's senior quality representative for key
- Partner with Sales, Operations, Supply Chain, & Business Unit Leadership to support: Strategic customer meetings, business reviews, new customer launches, & customer audits
- Customer Requirements Management: Ensure customer-specific requirements are: Identified, reviewed, documented, communicated, implemented, and audited.
- Support deployment of customer-specific quality requirements and ensure customer requirements are incorporated into standard operating
- Customer Complaint Management: Support the enterprise customer complaint process across all business Monitor complaint trends and identify systemic issues requiring enterprise action.
- Ensure timely investigation, containment, root cause analysis, corrective actions, and closure of customer complaints.
- Customer Escalation Support: Coordinate cross-functional teams during significant customer quality issues.
- Support strategic customer visits, conference calls, and quality
- Continuous Improvement: Identify opportunities to reduce customer escapes & lead customer quality improvement projects.
- Share best practices across sites and business
- Follow applicable policies, procedures, and work
- Support department and continual improvement
- Execute all other duties as
PERFORMANCE/PROFESSIONAL SKILLS EXPECTATIONSThis position is expected to meet the following expectations:- Customer Focus -- Demonstrates a commitment to providing professional, responsive, and courteous service to customers and internal stakeholders.
- Accuracy and Attention to Detail -- Completes work accurately, thoroughly, and in accordance with established procedures and requirements.
- Communication -- Communicates clearly, professionally, and in a timely manner with customers, vendors, coworkers, and management.
- Organization and Time Management -- Effectively prioritizes responsibilities, manages multiple tasks, and meets established deadlines.
- Teamwork and Collaboration -- Works cooperatively with others and contributes to a positive, respectful, and productive work environment.
- Accountability -- Takes ownership of assigned responsibilities, follows through on commitments, and promptly addresses issues or concerns.
- Problem Solving -- Identifies problems, evaluates available information, and takes appropriate action or seeks assistance when necessary.
- Professionalism -- Maintains a professional attitude, appearance, work ethic, and conduct consistent with company expectations.
- Quality and Compliance -- Follows applicable company policies, procedures, work instructions, and ISO-related requirements and maintains accurate documentation.
- Continuous Improvement -- Identifies opportunities to improve processes, efficiency, accuracy, customer service, and overall business performance.
- Confidentiality and Integrity -- Protects confidential information and conducts all business activities with honesty, integrity, and sound judgment.
WORK ENVIRONMENTEnvironment: Manufacturing/Distribution/Office/Hybrid/Onsite
Physical Requirements: Moderate ability to sit and work at a computer, frequent use of keyboard, mouse, telephone, and other office equipment in a combination of an uncontrolled/controlled environment, moderate standing, walking, bending, squatting, reaching, and occasional lifting of up to 50 pounds from floor to overhead lifting
PPE: As required by specific site
Travel Requirements: 30-40%
QUALIFICATIONS & COMPETENCEEducation:- Bachelor's degree in Engineering, Quality, Supply Chain, Manufacturing, or related discipline preferred.
Experience:- 4--6 years of quality engineering or quality management
- Experience managing customer complaints and corrective
- Experience supporting OEM customers in industrial distribution, manufacturing, aerospace, automotive, or related industries.
- Working knowledge of ISO 9001; AS9100/AS9120 experience
- Experience working in a multi-site organization
Knowledge & Skills:- Customer Complaint Management
- 8D Problem Solving
- Root Cause Analysis
- CAPA
- FMEA
- APQP concepts
- Statistical Analysis
- Data analysis and reporting
- Microsoft Office Products
- ERP and Quality Management Systems
Certifications/Licenses:- ASQ Certified Quality Engineer (CQE) or Certified Manager of Quality/Organizational Excellence (CMQ/OE) preferred.
This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or working conditions associated with the position. Duties and responsibilities may be modified as business needs change.
Salary Target: 80-110k
Benefits:- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
