Interface, Inc. is seeking a Customer Quality Engineer to serve as a key technical liaison between our customers and internal Manufacturing, Engineering, Calibration, Sales, and Quality teams. This position is responsible for leading customer quality investigations from initial complaint through final resolution, including product evaluation, root cause analysis, corrective action, and effectiveness verification. The Engineer will use technical data and structured problem-solving methods to identify causes of product or process issues, communicate clear and accurate findings to customers, and drive improvements in product reliability, manufacturing processes, and Interface's QMS.
The ideal candidate is a hands-on problem solver with strong technical communication skills and experience investigating quality issues in a precision manufacturing, measurement, calibration, or instrumentation environment.
Key Responsibilities- Lead customer complaint investigations from initial review through documented closure, ensuring timely and thorough resolution.
- Gather and evaluate information regarding reported symptoms, product configuration, operating conditions, application requirements, and supporting evidence.
- Coordinate containment activities for affected finished goods, work-in-process, inventory, and, when applicable, products already shipped to customers.
- Plan and coordinate returned-product evaluations, functional testing, calibration reviews, manufacturing record reviews, and technical data analysis.
- Perform structured root cause analysis using tools such as 8D, 5 Whys, cause-and-effect analysis, and fault tree analysis.
- Determine both the cause of the issue and why existing processes or controls did not prevent or detect the condition.
- Partner with Manufacturing, Engineering, Calibration, and other process owners to develop and implement appropriate corrective and preventive actions.
- Track corrective actions through completion, identify and escalate barriers, and verify effectiveness through testing, audits, data analysis, or recurrence monitoring.
- Prepare professional customer-facing investigation reports, 8D reports, and corrective action responses that clearly distinguish confirmed findings, potential causes, supporting evidence, and investigation limitations.
- Maintain complete and accurate documentation of investigations, customer communications, corrective actions, supporting evidence, and closure activities within the QMS.
- Monitor and analyze customer complaint trends and quality metrics, including complaint volume, response time, aging, overdue actions, and recurring issues.
- Use complaint and quality data to identify opportunities for improvements to manufacturing processes, inspection methods, control plans, procedures, training, and risk assessments.
- Support internal audits, systemic corrective actions, and continuous improvement initiatives.
- Provide guidance to cross-functional teams on evidence collection, root cause analysis, structured problem solving, and corrective action methodology.
Required Education/Experience:- Bachelor's degree in Engineering, Quality, Manufacturing, or a related technical discipline; equivalent combinations of education and relevant experience may be considered.
- Ability to read and interpret engineering drawings, technical specifications, calibration results, inspection records, and test data.
- Experience investigating customer complaints, product failures, manufacturing nonconformities, or similar technical quality issues.
- Working knowledge of Quality Management System principles, including complaint handling, nonconforming product control, document control, and corrective action.
Preferred Qualifications & Knowledge- Strain-gage technology and precision instrumentation
- Calibration and measurement systems
- ISO/IEC 17025, measurement traceability, and calibration laboratory practices
- Geometric Dimensioning and Tolerancing (GD&T)
- Electrical schematics and basic electrical troubleshooting
- Lean Manufacturing and/or Six Sigma methodologies
Physical Requirements: This position requires the ability to perform hands-on product evaluations and testing at workbenches and within manufacturing and calibration areas. The employee must be able to safely handle and maneuver calibration weights, standards, products, and related equipment weighing up to 50 pounds. The role also requires the ability to read and interpret engineering drawings, instrument graduations, measurement equipment, computer screens, and electronic displays.
** Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice **
