Customer Quality Sustaining Sr. Staff Engineer

Seagate Technology•Longmont, CO

11d•Onsite

About The Position

This role is pivotal in upholding Seagate's commitment to customer satisfaction and product excellence. The engineer will lead a global Customer Support team to meet the needs of top Customers, leveraging Seagate's resources to deliver best-in-class support for HDD products quality across all phases of the product lifecycle. This includes establishing and maintaining effective communication channels between the Customer, Field Engineers, Design Center Customer Quality organizations, and Factory Customer Technical Support teams to ensure swift and efficient resolution of customer quality issues. The engineer will lead this cross-functional account team during issue resolution, manage complex quality deliverables to the Customer, and take ownership of business and quality metrics at assigned accounts, including product performance and overall customer satisfaction. They will drive internal communication and corrective action as necessary to achieve these objectives. This role serves as the primary point of contact for all sustaining activities, including managing and analyzing customer integration DPPM, field ARR/AFR, field escalations, failure-analysis status reporting, and other sustaining issues. The engineer will develop, review, and present customer presentations and reports, articulating complex technical information in a clear and concise manner. They will manage intricate quality deliverables to support new product qualifications, ensuring seamless integration and customer satisfaction. This role acts as the customer's advocate within Seagate, ensuring their needs, concerns, and priorities are effectively represented and addressed across the organization. The engineer will engage with Seagate global teams and customers, and travel to customer sites and manufacturing facilities nationally and internationally.

Requirements

A strong understanding of disk drive technology and considerable experience in the Hard Disk Drive industry.
The ability to develop, interpret, and proactively manage customer DPPM, AFR, ARR, and associated metrics.
Proficiency in Excel and PowerPoint, with the capability to present complex material to senior-level audiences effectively.
Knowledge of JMP, Weibull, and/or Minita.
Lead a global customer support team to meet the needs of our top customers, leveraging Seagate's resources to deliver best-in-class support for HDD product quality across all phases of the product lifecycle, work with cross functional teams.
Able to travel nationally and internationally.
Bachelor’s degree in engineering related field (i.e., Electrical, Mechanical, Chemical, Computer Engineering, Materials, Physics, or Information Technology) and 12+ years of experience or master’s degree in the same and 8+ years’ experience or PhD and 5+ years’ experience or equivalent experience and education.

Nice To Haves

Anticipate long term technical and organizational needs and connect engineering decisions to business objectives.
Strong analytic skills, with the ability to draw meaningful conclusions from raw data.
Systems-level experience is a plus.
Experience supporting customers, suppliers, or product qualification activities through roles in Customer Quality Engineering, Field Engineering, Technical Customer Support, Qualification Management, or Supplier Engineering is highly valued.

Responsibilities

Lead a global Customer support team to meet the needs of our top Customers, leveraging Seagate's resources to deliver best-in-class support for HDD products quality across all phases of the product lifecycle.
Establish and maintain effective communication channels between the Customer, Field Engineers, Design Center Customer Quality organizations, and Factory Customer Technical Support teams to ensure swift and efficient resolution of customer quality issues.
Lead this cross-functional account team during issue resolution.
Manage complex quality deliverables to the Customer, taking ownership of business and quality metrics at assigned accounts, including product performance and overall customer satisfaction.
Drive internal communication and corrective action as necessary to achieve these objectives.
Serve as the primary point of contact for all sustaining activities, including managing and analyzing customer integration DPPM, field ARR/AFR, field escalations, failure-analysis status reporting, and other sustaining issues.
Develop, review, and present customer presentations and reports, articulating complex technical information in a clear and concise manner.
Manage intricate quality deliverables to support new product qualifications, ensuring seamless integration and customer satisfaction.
Serve as the customer's advocate within Seagate, ensuring their needs, concerns, and priorities are effectively represented and addressed across the organization.
Engage with Seagate global teams and customers.
Travel to customer sites and manufacturing facilities nationally and internationally.