Mission Critical Customer Quality Engineer

Trane Italia • Grand Rapids, MI

1d • $75,700 - $156,200 • Hybrid

About The Position

The Mission Critical Customer Quality Engineer delivers customer support, drives customer satisfaction, and leads proactive quality management for critical customers and applications. The role applies knowledge of quality systems and control processes, problem-solving capabilities, and cross-functional communication to resolve issues and ensure customer expectations are met or exceeded. The position serves as the primary contact for customer service related to manufacturing operations, provides post-sale support and root cause analysis, and acts as the liaison for customer visits to the manufacturing plant and customer sites. Work is onsite Monday through Thursday; on Fridays, employees may choose their work location based on work requirements.

Requirements

• At least 3 years of experience in a Quality or Manufacturing Engineering role; customer-specific requirements experience is preferred.
• Strong knowledge of quality management systems, tools, and techniques, such as ISO 9001, Six Sigma, and Lean Manufacturing.
• Excellent understanding of customer-specific quality standards and requirements.
• Proficiency in quality assurance methodologies, including FMEA, root cause analysis, and problem-solving techniques such as 8D and 5 Whys.
• Experience collaborating with cross-functional teams and managing customer relationships.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent written and verbal communication skills for conveying quality-related information to internal teams and external customers.
• Ability to use inspection tools and knowledge of manufacturing processes.
• Knowledge of quality system methodologies including CAR/8D, 5 Why's, Pareto Analysis, DFMEA, PFEMA, PPAP, and APQP.
• Bachelor’s degree in engineering or a related field preferred.

Nice To Haves

• Bachelor’s degree in engineering or a related field.
• Experience in a Quality or Manufacturing Engineering role focused on customer-specific requirements.

Responsibilities

• Develop a strong understanding of equipment performance and Critical To Quality (CTQ) elements that shape the customer experience.
• Facilitate root cause analysis across functions to support corrections that improve component reliability and product performance.
• Evaluate the Mission Critical function using tools such as Gemba, management reviews, internal and product audits, customer feedback, warranty data, and traceability.
• Create, maintain, and report daily, weekly, and/or monthly KPIs.
• Use inspection tools and apply knowledge of manufacturing processes.
• Manage multiple initiatives and engage cross-functional teams as needed.
• Facilitate supplier, reliability, and improvement activities through new-product and project-introduction launch phases.
• Apply quality and Lean methodologies in a collaborative, hands-on approach to implement and maintain operating disciplines.
• Use problem-solving, process improvement, statistical and sampling techniques, SPC, process capability, traceability, and control points.
• Use project management and planning tools to monitor project activities and maintain project documentation.
• Serve as the primary point of contact for customer service related to manufacturing operations.
• Investigate and resolve customer complaints and non-conformity issues, implementing corrective and preventive actions as needed.
• Provide post-sale support, including root cause analysis, for key customer equipment purchases.
• Act as the primary liaison for customer site visits to the manufacturing plant.
• Conduct regular quality assessments to identify and address potential process or product issues affecting customer satisfaction.
• Drive continuous improvement in quality systems, processes, and procedures to improve customer satisfaction and minimize defects.
• Lead regular reports to sales and quality teams on top issues and follow-up activities, including customer-facing presentations as required.
• Visit customer sites to conduct quality audits, support customer teams in quality discussions, and document findings in reports that translate feedback and audit results into improvement plans for the manufacturing plant.
• Work effectively with colleagues in a fast-paced, high-pressure environment, combining attention to detail with a results-oriented approach.
• Influence and motivate associates and collaborate with departments across the organization.

Benefits

• Health insurance and holistic wellness programs with incentives, available from day one for the employee and family.
• Fertility coverage and adoption/surrogacy assistance.
• Up to 15 vacation days, paid holidays, sick leave, and additional options for volunteer and parental leave.
• 401(k) match.
• Educational and training opportunities through company programs.
• Tuition assistance and student debt support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level