Customer Quality Engineer (Industrial Solutions)
About The Position
The Customer Quality Engineer serves as the primary point of contact for all customer quality concerns, complaints, and quality-related communications at the manufacturing facility. This position is responsible for ensuring timely and effective resolution of customer-reported issues through structured problem-solving methodologies, data analysis, root cause investigation, and corrective action implementation. The Customer Quality Engineer acts as the voice of the customer within the organization, working closely with cross-functional teams to ensure customer requirements are understood, communicated, and consistently achieved. In addition, the Customer Quality Engineer drives continuous improvement initiatives by partnering with Engineering, Manufacturing, Supply Chain, and Quality teams to identify and eliminate sources of defects, improve process capability, and enhance product quality. The role is responsible for managing customer complaint investigations, leading 8D responses and corrective actions, monitoring quality performance metrics, and developing sustainable solutions that improve customer satisfaction and operational performance.
Requirements
- Bachelor's degree in Engineering, Quality, Manufacturing, Industrial Technology, or a related technical field.
- Minimum 3+ years of experience in Quality Engineering, Customer Quality, Manufacturing Quality, or a related role.
- Experience managing customer complaints and leading corrective action investigations within a manufacturing environment.
- Experience utilizing structured problem-solving methodologies such as 8D, 5 Why, Fishbone, and Root Cause Analysis.
- Experience working directly with customers to resolve quality concerns and drive corrective actions.
- Strong understanding of quality management systems, quality engineering principles, and customer quality processes.
- Knowledge of structured problem-solving and corrective action methodologies.
- Understanding of manufacturing processes, product quality controls, and process improvement techniques.
- Knowledge of statistical analysis and quality tools used to investigate and resolve product and process issues.
- Familiarity with customer-specific quality requirements, audit processes, and complaint management systems.
- Understanding of continuous improvement principles and risk-based problem solving.
- Excellent analytical and problem-solving skills with the ability to identify root causes and implement effective solutions.
- Strong interpersonal and customer relationship management skills.
- Excellent verbal and written communication skills, including the ability to prepare professional customer-facing reports.
- Ability to lead cross-functional teams and drive accountability for corrective actions.
- Strong organizational and project management skills with the ability to manage multiple investigations simultaneously.
- Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
- Ability to present technical information clearly to customers, management, and internal stakeholders.
- Strong attention to detail and commitment to customer satisfaction.
Nice To Haves
- Experience with ISO 9001, IATF 16949, or comparable quality management systems preferred.
Responsibilities
- Serve as the primary point of contact for all customer quality concerns, complaints, and requests.
- Manage customer complaint investigations from receipt through closure, ensuring timely and effective responses.
- Lead and facilitate structured problem-solving activities using methodologies such as 8D, Root Cause Analysis, 5 Why, Fishbone, and other continuous improvement tools.
- Coordinate cross-functional teams to investigate nonconformances and identify root causes.
- Develop, implement, and verify corrective and preventive actions to prevent recurrence of customer issues.
- Prepare and submit customer-required responses, including 8D reports, containment plans, corrective actions, and effectiveness verification.
- Communicate investigation status, findings, and corrective actions to customers and internal stakeholders.
- Monitor customer quality performance metrics, including complaints, warranty claims, escapes, and customer scorecards.
- Analyze quality trends and identify opportunities for product and process improvement.
- Partner with Manufacturing, Engineering, Quality, and Supply Chain teams to improve product quality and process effectiveness.
- Support containment activities and disposition decisions related to customer quality concerns.
- Participate in customer audits, assessments, and quality reviews as required.
- Ensure customer-specific requirements are communicated, understood, and implemented within the facility.
- Maintain records and documentation related to customer complaints, investigations, and corrective actions.
- Drive continuous improvement initiatives focused on reducing defects, improving customer satisfaction, and enhancing operational performance.
- Escalate significant quality risks and issues to plant leadership as appropriate.
- Occasional travel may be required to customer locations, suppliers, or other BorgWarner facilities.
Benefits
- Day 1 Medical Coverage with potential of no monthly premium
- Onsite Health Clinic for employees and dependents (age 14 and over) with potential of no cost
- Dental, Vision, Life, AD&D, and Disability Coverage
- Tuition Reimbursement Program after 18 months
- Retirement Savings Plan (401k) with a matching program
- Company paid holidays and vacation starting Day 1
- Competitive annual incentive program tied to business results
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
