Customer Quality Engineer - Remote

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The Customer Quality Engineer manages customer feedback from initial contact through resolution for the Advanced Optics Division. Key tasks include reviewing feedback entries from SalesForce, validating content, transferring into site-specific CAPA systems, and verifying actions taken address the original issue. Regular duties involve working with customers and customer service representatives to clarify feedback entries, escalating critical issues, and developing KPIs related to customer satisfaction. This role requires experience in manufacturing quality, root cause analysis skills, and effective communication across all organizational levels.

Day To Day Responsibilities

• Review and validate SalesForce feedback entries from customer service and commercial groups
• Classify the SalesForce entries based on risk then transcribe entries into site specific CAPA systems (SharePoint, EtQ, etc.)
• Routine follow ups with plant, engineering, and commercial groups to ensure the timely completion of open issues and verify completed actions addressing the customer's initial claim.
• Escalate critical issues to site and division leadership where needed
• Create KPIs and action plans related to customer satisfaction, and monitor compliance
• Lead training on customer feedback process and root cause analysis tools
• Support improvements to the feedback process with other division functions, ensuring ongoing alignment between SalesForce, SAP, and EtQ
• Responsible for division quality reporting, summarizing data from PowerBI, SalesForce, and ETQ tools to provide monthly updates and identify focus areas and required resources
  
  

Experience

• Strong persuasion and negotiation skills as well as demonstrated creativity, vision and mature judgment in anticipating and resolving complex issues
• Effective project management skills; experience in managing multiple projects simultaneously
• Ability to work in a dynamic environment while managing multiple priorities
• Ability to work independently and prioritize responsibilities
• Highly motivated with a steadfast sense of urgency and keen attention to detail
• Ability to drive tasks to closure and communicate effectively with different levels of organization
• Ability to present data analysis in verbal and written form that broad audiences can understand
• Proficiency in Microsoft Office and digital literacy
• Proficient in English. Good written and oral skills are important
  
  

Required Skills

• Knowledge of problem-solving tools and 8D methodology
• Familiar with SalesForce, SAP, PowerBi, EtQ, and Camstar
• Customer service experience
  
  

Education

• Bachelor’s degree in engineering or science
• Minimum of 3+ years of manufacturing experience, time spent in a quality or process role
  
  

About US Tech Solutions

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com (http://www.ustechsolutionsinc.com) .

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.