Engineer III, Customer Quality

Chamberlain Group•Oak Brook, IL

About The Position

Chamberlain Group (CG) is a global leader in intelligent access and Blackstone portfolio company. Powered by our myQ technology, we make access simple and secure for millions of homeowners, businesses, and communities worldwide. Our flagship brands, LiftMaster® and Chamberlain® , are found in 51+ million homes, and 14 million+ people rely on the myQ® app daily. This role will champion the voice of the customer throughout Chamberlain internal functions, engage with key customers and partners to quantify the voice of the customer into metrics and actions for decision making, and execute and manage the customer feedback management process to ensure timely resolution of critical customer issues. The engineer will work cross-functionally to implement actionable improvements, focusing on problem-solving customer issues and rapid corrective action implementation. They will provide analytics to shape initiatives and drive data-informed decisions to identify improvements to the customer experience, lead root cause analysis and 8D problem solving for critical customer escalations, and support new product launches from a customer quality perspective, coordinating PPAP and customer approval activities. The role works closely with product specialists, development and test teams, and project managers to prioritize and implement changes. Compliance with health and safety guidelines and rules is expected, as is protecting Chamberlain Group’s reputation by keeping information confidential. Maintaining professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies is also part of the role. Contribution to the team effort by accomplishing related results and participating on projects as needed is expected.

Requirements

Bachelor's Degree in Engineering, or related field
5+ years of experience in a quality role in manufacturing, customer support, software, or engineering
Ability to work in a matrix/cross-functional environment
Strong interpersonal and customer communication skills
Experience with products that have HW and SW components
Strong problem-solving and analytical skills; 8D methodology
Customer feedback management process ownership

Nice To Haves

Certification in quality engineering preferred (e.g., CQE, Six Sigma Green Belt or Black Belt)
Electromechanical and manufacturing operations experience
Experience working with customer feedback collection tools and techniques
Working Knowledge and Application of Lean Manufacturing, DFM, Kaizen, Value Stream Mapping, Voice of the Customer, and Total Cost of Ownership
Ability to implement Statistical Process Control

Responsibilities

Champion the voice of the customer throughout Chamberlain internal functions
Engage with key customers and partners to quantify the voice of the customer into metrics and actions for decision making
Execute and manage the customer feedback management process to ensure timely resolution of critical customer issues
Work cross-functionally to implement actionable improvements; focus on problem-solving customer issues and rapid corrective action implementation
Provide analytics to shape initiatives and drive data-informed decisions to identify improvements to the customer experience
Lead root cause analysis and 8D problem solving for critical customer escalations
Support new product launches from a customer quality perspective; coordinate PPAP and customer approval activities
Works closely with product specialists, development and test teams, and project managers to prioritize and implement changes
Comply with health and safety guidelines and rules
Protect Chamberlain Group’s reputation by keeping information confidential
Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies
Contribute to the team effort by accomplishing related results and participating on projects as needed