Customer Quality Engineer II

Protolabs•Plymouth, MN

21h•$82,000 - $109,300

About The Position

The Customer Quality Engineer II is responsible for providing resolution of customer complaints and internal support requests to resolve technical, manufacturing, or quality related post-sale issues. Primary duties require this position to thoroughly understand the support request details and requirements, complete initial root cause investigation and identification of product and process failures, identifying appropriate solutions within the capabilities of Protolabs manufacturing processes to resolve quality or process related issues, assist with executing resolution actions, and delivering thorough communication to our customers throughout the process. This position acts as the primary contact for Protolabsâ customers and internal departments throughout the process of resolving support requests. The Customer Quality Engineer II is responsible for delivering a successful and timely resolution of complaints and technical support requests for their designated service line(s). This position is responsible for leading the technical resolution of any post-sale technical issue in a manner that helps Protolabs retain our valuable customers. The Customer Quality Engineer II will provide feedback and voice of the customer to our internal teams for the sake of ongoing improvement to quality and customer experience.

Requirements

Four year degree from an accredited college or university and 2+ years of experience in mechanical engineering, manufacturing engineering, or related field, and OR
5+ years of experience in mechanical engineering, manufacturing engineering, or related technical work experience focus
Strong ability to communicate highly technical information to others at various levels
Advanced knowledge and understanding of CAD and engineering drawings and design principles
Proven professional business correspondence and relationship building skills
Experienced with CRM and MS Office applications preferred
Confident verbal and written communication skills across different levels of business professionals
Strong interpersonal skills with an ability to listen and build rapport and trust with customers
Advanced understanding of the pertinent Protolabs service offering (varies by location)
Knowledge and background with advanced Quality Control inspection techniques and equipment, documentation methods and requirements, and ISO and typical industry certification standards.
Proficient with measuring instruments including calipers, surface plates, pin and height gauges
Responsive, proactive, self-starter, and the ability to demonstrate sound business judgment

Nice To Haves

3+ years prior successful experience working directly with end customers in a technical manufacturing role or having a technical focus strongly desired
Experience with 3D CAD modeling software, SolidWorks or equivalent is highly desired

Responsibilities

Provide a high-level of advanced technical support to all external and internal customer inquiries.
Provide an excellent customer experience to customers when answering customer phone calls, emails, and general technical questions in a timely manner that consistently achieves or exceeds departmental goals set by leadership.
Understand the customerâs requirements and address technical questions promptly and accurately about part manufacturability, process capabilities, and part design issues.
Complete product quality investigations, identify solutions, execute action items required to resolve customer support requests, and communicate with customer throughout the process.
Ensure thorough and accurate documentation and customer communication of actions and information related to the successful resolution of customer complaints and technical support requests using the appropriate systems.
Build and maintain relationships with customers by supporting a customer-centric philosophy in all written and verbal communications both internally and externally.
Support manufacturing in pre-shipment quality or process issues by proactively communicating with customers and allowing customers to participate in decisions that affect part quality and delivery.
Work collaboratively with customers and colleagues to achieve desired outcomes and results.
Balance the objective of satisfying the customer requests with Protolabs manufacturing capabilities to deliver acceptable parts on schedule.
Strong organizational skills including accurate progress and information documentation, record maintenance