Customer Product Quality Engineer

Vertiv•Austin, TX

16d•Onsite

About The Position

Drive customer satisfaction and product field quality improvements. Interface with the customer to understand current issues, report performance metrics, and present 8D’s. Organization cross functional teams to drive issue resolution utilizing discipline problem solving techniques. Minimize customer operational risk when field issues, defects, recalls, or performance degradation events occur.

Requirements

BA or BS in Engineering or Technical Field
At least 8 years of professional engineering quality related experience.
Direct and relative experience conducting Root Causes and Correct Actions using 8D problem solving or similar techniques.
Excellent communication skills, both written and verbal
Excellent organizational, analytical and interpersonal skills
Ability to work and multi-task in a fast-paced environment
Proficient in data analysis; ability to develop performance metrics and goals based on product and process data.
Generate and present reports using Excel, PowerPoint and Vertiv system applications.
Knowledge of Failure Modes and Effects Analysis (FMEA)

Nice To Haves

Lean Six Sigma Green or Black Belt. DMAIC experience.
Experience with CNC machines, copper brazing, waterjet cutting, and leak testing.
Process evaluation and capability analysis - Six Sigma (DAMIC) experience a plus
Knowledge in electrical, mechanical and firmware design and development, reliability and test validation
Experience in product development cycle processes including production release, supplier qualification requirements, production qualification / validation processes and production testing.

Responsibilities

Develop 8D and Customer reports on reported issues. Communicate internally and externally on outcomes of investigations. Work with internal teams, including Engineering, Service, Manufacturing/Operations, Sales, Offering Management, and Supplier Quality to resolve quality issues impacting customers.
Lead cross-functional teams to implement corrective actions through problem solving process. Evaluate completed corrective actions and ensure effectiveness of actions. Ensure root-cause analysis (RCA), corrective actions, and preventive actions (CAPA) are executed and tracked
Recommend appropriate remedial activities. Leverage automation and AI to mistake proof processes. Ensure rapid containment, clear communication, and structured resolution that maintains customer confidence and operational continuity.
Works with site team to incorporate management system and process changes to drive continuous improvement.
Escalate decisively when timelines, quality, or customer commitments are at risk.
Visit customers to proactively see installations and document improvement needs. Visit customers to understand the nature of the issue and get definite corrective action initiated in the organization.
Present reports to organization regarding Quality performance. Present status updates on various quality initiatives to business management.
Create analytic reporting using Use Excel, SQL, and Power BI. Identify top issues, trends, and correlation between factory performance and field issues.
Support Warranty administration as needed.
Capture lessons learned to improve future product launches and field readiness.