Customer Quality Engineer

SHOALS TECHNOLOGIES•Portland, TN

1d•Onsite

About The Position

The Customer Quality Engineer serves as the primary liaison between Shoals Technologies Group and its customers on all quality-related matters. This role is responsible for managing customer quality requirements, leading responses to field complaints and warranty issues, and driving continuous improvement initiatives that strengthen customer satisfaction and loyalty. The Customer Quality Engineer partners closely with internal manufacturing, engineering, and operations teams to ensure that customer expectations are fully understood, translated into quality standards, and consistently met.

Requirements

Bachelor’s degree in engineering or related field
Minimum 2 years of manufacturing experience in a quality role
Strong written and verbal communication skills
Experience with Microsoft Suite
Experience with Minitab or similar statistical software
Proficiency in root cause analysis techniques
Experience managing customer quality portals, scorecards, and complaint management systems
Ability to work effectively in both team and individual environments
Strong attention to detail
Ability to work on-site in Portland, Tennessee
Ability to travel up to 25% for customer visits and field quality investigations

Nice To Haves

Certified Quality Engineer (CQE)
Six Sigma Green Belt
Experience in solar, energy storage, or electrical systems manufacturing

Responsibilities

Serve as the primary point of contact for customer quality issues, complaints, and warranty claims, ensuring timely and professional resolution.
Lead the 8D and root cause analysis process for customer escapes, coordinating cross-functional teams to develop and implement effective corrective and preventive actions.
Review and interpret customer quality requirements, specifications, and contractual quality obligations, translating them into internal standards and inspection criteria.
Manage customer scorecards, quality performance metrics, and reporting; proactively communicate quality status and improvement plans to customers and internal stakeholders.
Conduct and support customer audits and quality system reviews; prepare responses to customer audit findings and track closure of all action items.
Coordinate field quality investigations and warranty analysis for deployed products, collaborating with customers and internal teams to assess root cause and drive systemic improvements.
Drive quality improvement projects informed by customer feedback, field return data, warranty cost analysis, and customer quality escape trends.
Prepare and deliver customer-facing quality reports, including 8D responses, corrective action plans, and quality performance summaries.
Partner with manufacturing and operations to establish and maintain quality standards for outgoing product, ensuring alignment with customer-specific requirements.
Lead cross-functional teams in continuous improvement initiatives focused on reducing customer-impacting defects and improving overall quality performance.
Analyze warranty returns, field failures, and customer feedback data to identify systemic issues and recommend necessary quality procedures and process changes.
Ensure compliance with customer quality management system requirements and maintain accurate documentation throughout all quality processes.
Provide technical leadership and assist in training internal teams on customer quality standards, problem-solving techniques, and quality tools.
Own the customer complaint management process, driving timely acknowledgment, investigation, and closure in alignment with customer expectations and contractual obligations.
Review and manage nonconforming material dispositions related to customer returns or field escapes, including coordination of rework, replacement, or containment actions.
Facilitate, lead, and train teams in 8D, DMAIC, and 5-Why problem-solving methodologies with a focus on preventing customer-impacting recurrence.