Customer Quality Engineer

Zenith People are working with our client who are a Manufacturer based here in the North-East and due to expansion are looking to recruit an experienced Customer Quality Engineer on a permanent basis. The main purpose of the role will be to build strong and lasting relationships with the customers.

The Main Purpose of the role

• To act as the Main Contact in Quality for all customers related matters at key project phases and in series production.
• Be a Key communicator, ensuring all customer requirements are met and where possible exceeded.
• Represent and protect the interests of the business while acknowledging the voice of the customer.

Duties & Responsibilities

Projects:

• Manage customer expectations at multiple locations.
• Lead and/or contribute to business risk assessments considering customer specific requirements, including warranty terms and consequences, and project requirements.
• Monitor products from a quality perspective through the entire life cycle.
• Participate in evaluations of customer quality agreements.
• Evaluate and provide input to resource plans involving training, warehouse planning, equipment/tools, and spare part solutions.
• Coordinate responses to customer-initiated design change requests along with Marketing and Sales.
• Lead continuous efforts to reduce the occurrence of the top warranty field issues within a customer program.
• Develop and provide training related to customer specific requirements and customer quality.

• Support process audits in manufacturing facilities based on customer requirements in advance of customer audits.

Customer Site / Field:

• Lead after market management and claims processing, including warranty and zero km data analysis.
• Manage company communication through customer complaint portals and become the main contact window for customer quality communication and complaint management.
• Customer scorecard collection, internal follow up, and escalation within the company.
• Participate in customer on-site service (problem identification, diagnosis, sorting, 3rd party arrangement, service reporting, recycling arrangements etc.).
• Lead field failure analysis (failure part collection, transport, analysis plan, diagnosis, problem solving, report, technical factors identification, customer negotiation, agreement claim payment, etc.).
• Customer satisfaction survey implementation, feedback collection, analysis, reporting, countermeasure follow up and updating.

Experience & Qualifications

• Confident and pragmatic with the ability to communicate and influence at all management levels.
• Strong written and verbal communication skills.
• Ability to adapt to any changes in plans or circumstances.
• Ideally licensed IATF16949, VDA6.3 auditor or familiar with Automotive Quality Standards
• Practical experience of core tools (PPAP, APQP, MSA, FMEA, SPC)
• Proven troubleshooter with strong technical skills
• Full driving license and ability to travel at short notice (including extended periods overseas).

Competitive Benefits Package on offer and Zenith can provide further details upon request.

If you are an experienced Customer/Client Quality Engineer and would like to be considered for this vacancy, please click apply now.