Senior Engineer Customer Quality Services/Complaint Management

The Customer Quality Services/Complaint Manager will be responsible for overseeing customer quality inquiries and complaints, ensuring product reliability, and supporting the New Product Introduction (NPI) process. This role involves close interaction with customers, coordinating failure analysis, providing technical support for product-related issues, and ensuring compliance with industry quality standards.

Job Description

In your new role you will:

• Coordinate and support quality-related tasks during the NPI process to ensure smooth integration of new products into production.
• Collaborate with internal teams to address any customer quality requirements during product development and introduction phases.
• Serve as the primary point of contact for customer inquiries related to product quality.
• Provide timely and accurate information to customers regarding product specifications, performance, and quality-related concerns.
• Coordinate and participate in customer audits, ensuring adherence to quality standards, industry certifications, and internal processes.
• Prepare for audits by reviewing documentation, addressing potential issues, and ensuring readiness for audit teams.
• Coordinate all customer-related failure analysis requests, ensuring thorough investigations into product issues.
• Interpret failure analysis reports, providing clear and actionable feedback to customers regarding the root cause, corrective actions, and prevention measures.
• Act as the customer interface for all quality complaints, managing the complaint resolution process from initial reporting to final resolution.
• Use structured problem-solving methodologies, including 8D problem solving, to identify and address customer complaints effectively.
• Develop and maintain strong relationships with key customers, ensuring that their quality needs are met and that any issues are promptly addressed.
• Collaborate with cross-functional teams to drive continuous improvement and ensure customer satisfaction.
• Ensure compliance with relevant quality management systems, including ISO 9001, IATF/VDA, and JEDEC/IPC standards.
• Support and ensure proper execution of FMEA, Control Plans, and other process control methodologies to maintain high quality standards.
• Travel up to 25% of the time to visit customer locations, participate in audits, and address quality-related issues on-site.
  
  

Your Profile

You are best equipped for this task if you have:

• Background in engineering or related field with experience in electronic devices, semiconductor devices, or package technologies.
• Experience with device reliability and stress testing is highly valued.
• Proven experience in managing customer quality inquiries and complaints, preferably in a semiconductor or electronics manufacturing environment.
• Strong understanding of semiconductor devices, package technologies, and manufacturing processes.
• Familiarity with structured problem-solving methods, including 8D problem-solving.
• Knowledge of manufacturing engineering principles, including:
• Statistical Process Control (SPC)
• Failure Modes and Effects Analysis (FMEA) and Control Plans
• Operational Corrective and Preventive Actions (OCAP)
• DPAT/SPAT methodologies
• Familiarity with quality management systems and industry standards, including:
• ISO 9001
• IATF/VDA
• JEDEC/IPC
• Excellent written and verbal communication skills, with the ability to present technical information clearly to both internal and external stakeholders.
• Comfortable working in high-pressure situations and handling multiple customer-related quality issues simultaneously.
• Strong interpersonal skills and the ability to foster and maintain positive relationships with customers.
• Up to 25% travel may be required for customer site visits, audits, and troubleshooting activities.
  

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