The Impact You'll MakeLeads customer quality support, complaints, containment, corrective actions, 8D responses, customer communication, issue prevention, and customer quality metrics for liquid-cooling components manufactured or distributed from Utica.
This role represents the customer impact inside the site and drives disciplined closure of quality issues affecting liquid-cooling performance, delivery confidence, traceability, packaging, labeling, cleanliness, leak/pressure integrity, and product conformance.
What You'll Be DoingEssential Duties and Responsibilities - Lead customer quality investigations, containment actions, risk assessments, corrective actions, and customer response preparation.
- Coordinate sorting, replacement/recovery actions, inventory checks, shipment holds, field risk assessments, and internal/external communication.
- Use structured problem-solving methods, including 8D, 5 Why, fishbone, fault tree, or A3, to identify root cause and prevent recurrence.
- Analyze customer complaint trends, defect data, field issues, returns, warranty information, and recurring quality risks.
- Support customer audits, visits, quality reviews, scorecards, performance reporting, and launch readiness reviews.
- Work with Operations and Engineering to verify containment effectiveness, process changes, work instruction updates, and training completion.
- Partner with Supply Chain and Distribution teams to address shipping errors, packaging damage, labeling issues, traceability gaps, or mixed material concerns.
- Prepare clear customer communication packages with timelines, data, interim actions, root cause, corrective actions, and effectiveness evidence.
- Maintain customer complaint records, corrective action status, response timing, evidence files, and lessons learned.
- Escalate urgent customer-impacting risks to site leadership with containment status and decision needs.
- Support preventive actions through trend analysis, layered audits, process audits, and feedback into PFMEA/control plan updates.
- Promote a customer-focused culture that treats each complaint as an opportunity to improve process reliability.
What We're Looking ForQualifications - Bachelor's degree in engineering, quality, manufacturing, or a related technical discipline required.
- Customer quality, quality engineering, manufacturing engineering, supplier quality, or process engineering experience preferred.
- Experience with 8D, corrective action, containment, customer communication, audits, and manufacturing quality systems preferred.
- Experience with fluid conveyance, thermal management, automotive, electronics, HVAC/R, industrial, or other high-reliability products preferred.
Technical Requirements - Technical understanding of customer quality processes, complaint handling, containment, risk assessment, corrective actions, 8D responses, and issue prevention.
- Ability to analyze customer complaints, defect data, field issues, returns, warranty information, recurring trends, and quality system records.
- Experience coordinating containment, sorting, recovery actions, root cause analysis, permanent corrective actions, and customer communication packages.
- Working knowledge of structured problem solving, quality tools, process controls, inspection methods, customer audit/support expectations, and traceability.
- Ability to partner with Operations, Engineering, Supply Chain, Distribution, and site leadership to resolve customer-impacting quality issues with urgency.
What You'll Get from Us- We promote from within and support your learning with mentoring, training, and access to global opportunities.
- You'll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
- We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
- You'll receive benefits like 13th salary, annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they're worth asking about-we think they're pretty great.
Ready to Make a Difference?If this role excites you, we'd love to hear from you! Apply now to start the conversation and learn more about where your career can go with us.
