Customer Quality Engineer

Hanwha Power•Jupiter, FL

13d•Onsite

About The Position

The Customer Quality Engineer is the primary focal point for customer-facing quality and improvement matters. The role drives internal PSM teams as needed to achieve timely issue resolution and communicate outcomes to customers. It also supports improvement of the customer experience through collaboration with PSM global sites on metrics, measurement methods, tools, and approaches to resolving and tracking product and service issues. Travel may be required on an as-needed basis.

Requirements

Bachelor’s degree in Business Administration, Engineering, or another relevant field.
Complete EHS-assigned regulatory training for the work area as described by PSM’s EHS Training Matrix.
At least 3 years of experience in a customer-facing quality role.
Demonstrated ownership, pride, and resilience to see tasks through to completion with closing speed.
Team-oriented approach and ability to align personal and departmental activities with business objectives.
Excellent written and verbal communication skills.
Outstanding interpersonal and organizational skills.
Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.

Nice To Haves

5–7 years of experience in a customer-facing quality role preferred.
At least 3 years of experience in an engineering, manufacturing, or technology industry preferred.

Responsibilities

Drive improvement of the PSM Customer Experience by developing and collaborating with other PSM global sites on customer experience metrics, measurement methods and tools, and product and service issue resolution methods and tracking.
Own customer feedback management, including timeliness and adequacy of resolution.
Manage the customer event survey process, working with the Project Management team to issue and collect customer feedback surveys.
Manage interpretation and organizational responses to customer surveys and complaints, including guiding necessary actions through RC/CA mechanisms.
Interact with PSM Sales, Product Quality, Field Service, and Service Engineering to resolve customer-facing issues and communicate with customers where required.
Liaise with Engineering to ensure customer requests are supported in a timely manner.
Manage and maintain customer portals.
Coordinate and manage the Customer Information Letter (CIL) process, including approval of internal and external CILs and communication of external CILs to customers.
Chair the Customer Management Board.
Support onsite customer visits as needed.
Perform other duties as assigned.