POSITION SUMMARY

The Customer Quality Engineer (CQE) manages all customer-facing quality activities, ensuring timely resolution of issues and maintaining customer satisfaction. This role serves as the primary liaison between customers and internal teams, leading investigations of complaints and field failures, driving root cause corrective actions, and ensuring effective containment and long-term solutions. The CQE collaborates cross-functionally to prevent recurrence of issues, improve product performance, and maintain compliance with ISO 9001 quality standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Process Quality Management:

• Facilitate ISO 9001 certification audits
• Manage the corrective action process to ensure timely and effective resolution
• Support the disposition of customer warranty returns
• Partner with Engineering to assess product and process risks and implement appropriate control plans
• Participate in the review of customer product and process change requests
• Issue quality alerts in response to customer complaints and process deviations
• Own and manage the end-to-end warranty process for all customers

Customer Communication and Issue Management

• Serve as the primary point of contact for customer quality-related matters
• Lead the investigation and resolution of customer quality concerns (e.g., defects, escapes, warranty claims)
• Ensure timely responses aligned with customer expectations and service level agreements (SLAs)

QMS (Quality Management Systems)

• Facilitate ISO 9001 certification audits
• Perform internal process and quality system audits and maintain the internal audit plan
• Own and maintain quality processes, procedures, work instructions, and records

People & Stakeholder Management

• Oversee Quality Technicians in warranty teardown and related activities
• Act as the voice of the customer internally and ensure alignment across cross-functional teams

Reporting and Improvement

• Participate in daily GEMBA walks and maintain the Quality GEMBA board
• Provide monthly reports on quality performance, improvement projects, and problem-solving activities
• Identify opportunities to enhance the Quality Management System and drive continuous improvement
• Develop and present data during Quality Management Reviews

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proficiency in Microsoft Office Suite or related software
• Strong knowledge of quality management principles, methodologies, and tools
• Understanding of testing best practices and defect management processes
• Working knowledge of ISO 9001 quality management systems
• Strong interpersonal skills and ability to work effectively in a team environment
• High attention to detail and accuracy
• Strong analytical thinking, decision-making, and problem-solving skills
• Excellent written and verbal communication skills
• Ability to define problems, collect and analyze data, and draw valid conclusions
• Strong customer focus with effective influencing and stakeholder management skills

EDUCATION and/or EXPERIENCE

• Bachelor's degree in engineering or a related discipline required
• 5-8 years of relevant experience in quality or manufacturing environments
• Experience with root cause analysis, GD&T, measurement systems, SPC, and lean manufacturing preferred
• Experience managing customer quality issues, including warranty and field failures
• Prior experience with people or technician-level oversight preferred
• ISO 9001 / AS9100 / IATF 16949 / ISO 13485 auditor certification preferred

PHYSICAL DEMANDS: The physical demands described here are represented of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing duties of the job, employee is required to move around and be still; use hands to handle objects, tools, or controls; reach with hands and arms; talk and hear.
• Employee will occasionally lift up to 50 lbs.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office and shop floor working environment.
• Noise level is minimal with intervals of spikes.
• Required to wear safety glasses and utilize safety equipment while present on the shop floor.

Total Rewards
The compensation range for this position is $109,800.00 - $164,600.00, depending on experience. This position may be eligible for performance based bonus plan.

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: https://www.idexcorp.com/careers/our-benefits-and-rewards/

This posting is for an existing vacancy.

Artificial intelligence is not used to screen, assess or select applicants.