Engineer I, Customer Service
About The Position
As a Customer Service Engineer I in the Quality Department, you will support OEM customers on projects involving failure investigations and root cause analysis. This role utilizes structured investigation methodologies, analytical problem-solving skills, and statistical techniques to identify issues and drive effective corrective actions. We are seeking a highly motivated and customer-oriented professional with strong communication and interpersonal skills, a proactive attitude, and the ability to build positive relationships with customers and cross-functional teams. The ideal applicant demonstrates empathy, professionalism, adaptability, and a collaborative mindset, while maintaining a strong sense of ownership and accountability. This role is well suited for candidates who aspire to develop broad cross-functional expertise across areas such as data analysis, logistics, operations, finance, negotiation, engineering coordination, and business communication.
Requirements
- Bachelor’s Degree in Electrical, Chemical, Statistics, Mathematics, Computer science, Data Science, Mechanical engineering, or related field required
- 0-3+ years of related experience
- Experience in root cause analysis using structured problem-solving tools and methodologies
- Experience in customer-facing roles with strong verbal and written communication skills
- Strong verbal and written communication skills
- Knowledge of quality-related tools (8D, 5 Why, Fishbone diagram)
- Statistical analysis and data interpretation skills (Minitab, Excel, Power Bi, Python, or similar tools)
- Results-oriented and data-driven mindset
- Attention to detail
- Strong perseverance and self-motivation
- Structured problem-solving skills and critical thinking
- Ability to work flexible hours as needed to support customer requirements
- Ability to travel domestically and internationally as needed
- MS Office Suite
Nice To Haves
- MBA or MS or equivalent relevant experience preferred
Responsibilities
- Collaborate with cross-functional teams to identify cost-reduction opportunities while maintaining product quality, customer satisfaction, and operational performance
- Analyze technical, operational, and customer-related issues to identify trends, contributing factors, and improvement opportunities
- Monitor and evaluate Cost of Quality (COQ) including scrap, rework, warranty, supplier quality, and field failure-related costs
- Act as a liaison between engineering, operations, suppliers, and the customer to facilitate effective problem-solving and corrective action activities
- Conduct follow-up audits to verify effective implementation of corrective and preventive actions
- Serve as a customer-facing representative and primary point of contact for any quality-related topic, including failure investigation updates, root cause analysis, corrective actions, issue escalation, issue coordination
- Travel to OEM, Tier 1 supplier facilities or failed vehicle location as needed, including support for containment activities
- Cultivate strong customer relationships through proactive communication, responsiveness, professionalism, and effective issue resolution
- Conduct quarterly onsite customer visits to strengthen customer relationships, support quality discussions, and understand customer needs and concerns
- Perform other duties as assigned
Benefits
- 100% employer-paid Medical, Dental, and Vision premiums for you and your family
- 100% employer-paid disability and life insurance
- Generous Paid Time Off / Holidays
- Opportunity to grow in a diverse work environment with a global company
- 401k Retirement savings and planning with a generous company match
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
