Senior Customer Quality Engineer

Senior Customer Quality Engineer

Eaton's Electrical Sector – Power Distribution & Controls Assemblies (PDCA) business is seeking a dynamic Senior Customer Quality Engineer to deliver clear and professional communication to customers, maintain strong alignment with internal teams, and apply Eaton's Quality Management (QM) systems to sustain high standards of quality performance. This role is located onsite at our Omaha, Nebraska manufacturing site.

Our Omaha Power Center is expanding its operations in Bellevue! Eaton's new 370,000-square-foot facility is expected to be online in the first half of 2027. The new facility will be designed and optimized to support high volume of switchgear structures at the quality and speed that AI data centers customers require. The engineered-to-order switchgear produced in the new facility can be integrated into Eaton's prefabricated power systems, which are designed to offer customers flexibility.

Reporting to the Quality Manager, the Senior Customer Quality Engineer will be responsible for leading and managing all customer-related quality and warranty activities within the facility. The position focuses on ensuring customer satisfaction by providing timely, structured, and effective responses to customer quality issues, complaints, field cases, and warranty-related matters.

In this role, you will:

• Manage all customer complaints ensuring timely communication, containment actions, and complete documentation.
• Lead root cause analysis and corrective actions using structured problem-solving tools (8D, RCA, FMEA)
• Provide regular updates to customers, ensuring clarity, transparency, and alignment with expectations.
• Act as the primary quality contact for customers, delivering professional, diplomatic, and fact-based communication.
• Coordinate cross-functional involvement (Production, Engineering, Maintenance, Supply Chain, Service, and R&D) to ensure the rapid resolution of customer concerns.
• Monitor customer-specific KPIs (PPM, DPU, RCCA closure rate, complaint rate, warranty performance, etc.) and coordinate improvement actions.
• Analyze product performance trends, warranty data, repair volumes, and field issues to identify risks and improvement opportunities.
• Manage end-to-end warranty processes, including service requests, complaint handling, and case closure.
• Coordinate field service activities and on-site interventions with internal teams and external partners.
• Track and close warranty cases accurately and within defined timelines.
• Coordinate product return investigations (0-km and warranty returns) and lead field return analysis.
• Prepare and present customer quality reports, field performance reviews, and improvement plans.
• Participate in customer meetings, audits, and quality reviews to represent Eaton's quality performance.
• Support the implementation of and adherence to EQMS quality frameworks.
• Drive preventive actions to avoid issue recurrence and contribute to long-term quality stability.
• Support error-proofing, process control, and data discipline to reinforce a zero-defect culture.

Basic Required Qualifications:

• Bachelor's degree in electrical, mechanical engineering, or a related engineering discipline
• Minimum of 3 years of experience in quality engineering in a manufacturing setting
• Hands-on experience managing customer complaints, warranty processes, and field issues within a manufacturing environment
• No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of the posted location will be considered. Active Duty Military Service member candidates are exempt from the geographical area limitation
• Eaton will not consider applicants for employment immigration sponsorship or support for this position.

Preferred Qualifications:

• Minimum of 5 years of experience in quality engineering
• Experience in electrical equipment, power distribution, switchgear, transformer, or energy-related industries
• Strong technical understanding of medium-voltage (MV) switchgear, electrical panels, protection components, and power distribution systems.
• Hands-on experience in testing, validation, failure investigation, and field return analysis
• Knowledge of SAP, or similar platforms

Your Skills:

• Familiarity with ISO 9001 standards and audit experience is a plus.
• Knowledge of quality tools and systems (FMEA, Control Plans, SPC, and MSA), and problem-solving methodologies (8D, RCA, 5 Why, Ishikawa for example)
• Understanding of traceability systems, error-proofing (Poka-Yoke), and process control to support zero-defect objectives.
• Ability to interpret technical drawings, specifications, tolerance analyses, and measurement data.
• Strong ability to analyze technical data, warranty data, and field performance trends.
• Strong customer focus with the ability to communicate professionally, clearly, and diplomatically.
• High level of ownership, accountability, and a proactive mindset, with a focus on problem prevention.
• Strong analytical thinking and fact-based decision-making skills.
• Excellent cross-functional collaboration skills, with the ability to work effectively across Production, Engineering, Service, and Supply Chain teams.
• Strong coordination and influencing skills without direct authority.
• Ability to manage multiple priorities in a fast-paced environment.
• Effective conflict management skills and the ability to professionally de-escalate customer concerns.
• Strong communication and presentation skills, with clarity in both written and verbal interactions.
• Detail-oriented mindset with a high degree of accuracy in documentation and reporting.
• Customer-focused approach with a strong sense of responsiveness and solution orientation.
• Ability to balance customer expectations with internal capabilities and business constraints.

At Eaton, we strive to provide compensation and benefits that attract, engage, and retain the best talent. This includes competitive pay and a variety of benefit programs for eligible employees. The expected annual salary range for this role is $86000 - $126000 a year. Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates' privacy rights and data security will be protected in accordance with applicable laws.

We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

Eaton believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws.

You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Eaton is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at View phone number on click.appcast.io to discuss your specific need. Only accommodation requests will be accepted by this phone number.

We know that good benefit programs are important to employees and their families. Eaton provides various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.