Customer Quality Engineer

About the Role

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As Customer Quality Engineer (CQE), you are responsible for ensuring customer quality requirements are met and for leading the resolution of customer quality issues across the product lifecycle. You serve as the primary quality liaison between customers and internal cross-functional teams, driving root cause analysis, corrective actions, and continuous improvement initiatives. You play a critical role in maintaining customer satisfaction, compliance with quality standards, and sustained product and process performance. You will be on-site at the Oak Creek, WI facility and report to the Quality Assurance Site Manager.

Responsibilities

• Lead customer quality issue resolution, including driving compliance to our QMS and utilization of ETQ and owning final response and closure of RCA and acting as the escalation point for high-severity or critical customer issues, internal or external, to support overall customer satisfaction.
• Manage customer claims, quality concerns and complaints by ensuring timely containment, RCA, PA verification, response and closure utilizing recognized methodologies or customer specific required methodologies (e.g., 8D, 5 Whys, Fishbone, Is Is Not).
• Ensure root causes are evidence-based and corrective and preventative actions address systemic failure modes while being implemented with the highest sense of urgency and focused to be robust, effective, and sustainably implemented, including for similar technologies or processes.
• Provide clear, timely, and professional communication regarding issue status, risks, and resolution plans to manage customer expectations during investigations, escalations, recovery activities, and lead customer audits with support of the QA Manager.
• Build and sustain collaborative working relationships with customer plant leadership as well as engineering organizations who support quality and production processes.
• Proactively identify potential quality risks and coordinate preventive actions aligned with the client's plant quality management system.
• Ensure all customer-specific requirements are clearly understood, documented, and integrated into internal processes and represent voice of customer for related MOC and promote compliance with applicable quality management system requirements, including customer-specific requirements (CSRs) and IATF standards and the client's internal standards(APQP, FMEA, LPA).
• Partner with Manufacturing, Process Engineering, Supply Chain, Sales, Planning, Technical Laboratories, and Customer Service, and Continuous Improvement teams to resolve issues and implement improvements to continuously improve customer satisfaction as reported on customer scorecards.

Qualifications

• Bachelor's degree in Engineering, Quality, or a related technical discipline, or equivalent experience.
• Ability to manage multiple priorities in a fast-paced, customer-focused environment.
• The person who will be successful in this role is comfortable driving cross-functional teams without direct authority while creating an atmosphere of collaboration, respect, and a continuous improvement.
• Strong judgment and decision making skills, with the ability to evaluate data, assess risk, and make sound, timely decisions in a customer facing environment.
• Automotive industry and coatings experience including working knowledge of IATF 16949.
• Experience supporting customer and third-party audits.
• Office and manufacturing floor environment. xhyhwjd
• 10-15% travel may be required to customer or supplier locations.