Lead Customer Quality Engineer

Eaton Corporation•Sumter, SC

About The Position

Coordinate efforts to resolve customer complaints, quality alerts, and/or external quality escapes, including root cause analysis and CAPA related to these, as well as ensure their effectiveness. Update customers in a timely manner regarding the status of quality issues or any requests to ensure customer satisfaction. Coordinate with Quality Engineer and Quality Manager to discuss and resolve product quality issues raised by customers. Facilitate Tier meetings (Warranty Team Tier 2) ensuring escalation and closure of systemic issues and alignment on priorities. Facilitate the return of defective products for analysis and work with the production team to implement corrective actions. Authorize warranty claims, assign RMA return suffixes, and generate replacement orders for RE claims. Ensure daily evaluation, reconciliation, and closure of warranty/customer complaints (CQM) and monitor progress toward established goals. Supervise and coach Quality Warranty Technicians, Quality Analyst, and Coordinator, providing development and guidance to meet daily objectives and improve process and product quality. Lead cross-functional teams in the development of product improvement plans based on customer feedback and quality data analysis. Prepare, analyze, and update quality reports and dashboards for internal and external stakeholders Analyze data to identify key contributors of Scrap, Rework & Warranty and then implement Error Proofing solutions to achieve reduced CONC costs. Design and implement quality control training programs for customer service and production staff to enhance quality awareness. Provide feedback to customers on quality complaints/escapes and their CAPAs, as well as generate and send complaint notifications and quality alerts to internal and external customers. Review and approve quality-related documents, such as inspection plans, test methods, and quality specifications, to ensure compliance with customer requirements. Serve as an Internal Systems Auditor performing process & systems audits on a regular basis. Conduct Layered Process Audits (LPA), 5S audits, and support Lean manufacturing activities to drive operational excellence Lead 8D corrective action activities.

Requirements

Bachelor's degree in engineering from an accredited university.
Four (4) years' experience in a quality role within a manufacturing environment, with strong customer service skills and proficiency in quality and lean tools such as 8D, 5 Why, Ishikawa, Pareto analysis, Lean principles, and statistical methods.
Ability to travel (<15% of time).
No relocation benefit is offered for this position. Only candidates within a 50-mile radius of Sumter, SC will be considered.
Active-Duty Military Service member candidates are exempt from the geographical area limitation.
Two (2) years of experience managing people and project teams in a manufacturing environment.

Nice To Haves

Product knowledge on Panelboards and Switchboards or similar electrical products
ISO 9001 Internal Auditor.
ASQ Certified Quality Engineer or Certified Quality Manager.
Six Sigma Greenbelt Certification.
Demonstrated ability to lead cross-functional collaboration and influence change & peers across the organization.
Strong written, verbal and computer business communication skills required.
Demonstrated proficiency in interpersonal, analytical and organizational skills.
Ability to motivate and drive problem solving techniques for root cause identification and development of permanent corrective actions.

Responsibilities

Coordinate efforts to resolve customer complaints, quality alerts, and/or external quality escapes, including root cause analysis and CAPA related to these, as well as ensure their effectiveness.
Update customers in a timely manner regarding the status of quality issues or any requests to ensure customer satisfaction.
Coordinate with Quality Engineer and Quality Manager to discuss and resolve product quality issues raised by customers.
Facilitate Tier meetings (Warranty Team Tier 2) ensuring escalation and closure of systemic issues and alignment on priorities.
Facilitate the return of defective products for analysis and work with the production team to implement corrective actions.
Authorize warranty claims, assign RMA return suffixes, and generate replacement orders for RE claims.
Ensure daily evaluation, reconciliation, and closure of warranty/customer complaints (CQM) and monitor progress toward established goals.
Supervise and coach Quality Warranty Technicians, Quality Analyst, and Coordinator, providing development and guidance to meet daily objectives and improve process and product quality.
Lead cross-functional teams in the development of product improvement plans based on customer feedback and quality data analysis.
Prepare, analyze, and update quality reports and dashboards for internal and external stakeholders
Analyze data to identify key contributors of Scrap, Rework & Warranty and then implement Error Proofing solutions to achieve reduced CONC costs.
Design and implement quality control training programs for customer service and production staff to enhance quality awareness.
Provide feedback to customers on quality complaints/escapes and their CAPAs, as well as generate and send complaint notifications and quality alerts to internal and external customers.
Review and approve quality-related documents, such as inspection plans, test methods, and quality specifications, to ensure compliance with customer requirements.
Serve as an Internal Systems Auditor performing process & systems audits on a regular basis.
Conduct Layered Process Audits (LPA), 5S audits, and support Lean manufacturing activities to drive operational excellence
Lead 8D corrective action activities.