Customer Support Engineer

Customer Service Engineer (CSE) / Quality Liaison Engineer

We are seeking a Customer Service Engineer (CSE) / Quality Liaison Engineer to serve as the primary link between our client's manufacturing operations and a customer production facility. This role is responsible for product quality support, non-conformance investigation, customer communication, containment activities, data reporting, and continuous improvement efforts. The ideal candidate is highly organized, technically proficient, customer-focused, and experienced in manufacturing quality systems. This position requires regular interaction with plant personnel, engineering teams, and customers to ensure product quality and timely resolution of issues.

Customer & Quality Support

• Serve as the primary communication link between the customer plant and manufacturing operations
• Build and maintain strong customer relationships to support business growth and product performance
• Provide technical support and product issue resolution at the customer site
• Support customer concerns and quality-related investigations
• Conduct first-level analysis of product non-conformances and recommend corrective actions

Product Verification & Containment

• Verify suspect product and initiate containment activities
• Coordinate and execute 24-hour containment actions when quality issues arise
• Coordinate additional containment activities as required
• Expedite non-conforming materials back to manufacturing facilities on the same day
• Maintain and verify product testing equipment

Reporting & Data Management

• Input and maintain data within Incident Reporting Systems (IRS)
• Track and monitor customer quality performance metrics
• Monitor and negotiate customer return Parts Per Million (PPM) rates
• Prepare and submit weekly activity and trip reports
• Maintain accurate documentation and reporting related to quality concerns and corrective actions

Continuous Improvement

• Participate as an active member of quality response teams
• Support root cause investigations and corrective action implementation
• Identify opportunities for product and process improvements
• Coordinate special projects and customer-related quality activities
• Drive improvements that enhance customer satisfaction and product quality

Required Qualifications

• Bachelor's degree in Engineering
• Strong computer skills, including: Microsoft Excel, Microsoft Word, Email systems
• Excellent communication and interpersonal skills
• Strong organizational and problem-solving abilities
• Ability to analyze quality concerns and non-conformance issues
• Experience working directly with customers in a manufacturing environment
• Ability to manage multiple priorities and work independently
• Strong attention to detail and documentation accuracy

Preferred Qualifications

• 6-10+ years of experience in: Manufacturing quality, Customer quality engineering, Supplier quality, Product support, Automotive or industrial manufacturing environments
• Experience with incident reporting systems and quality tracking tools
• Knowledge of quality metrics, containment procedures, and corrective action methodologies
• Experience supporting production plants or customer manufacturing facilities
• Familiarity with quality systems and continuous improvement processes