Mission Critical Customer Quality Engineer

Trane Technologies•Grand Rapids, MI

6d•Hybrid

About The Position

Trane Technologies is seeking a Mission Critical Customer Quality Engineer to deliver customer support, drive customer satisfaction, and lead proactive quality management for critical customers and applications. The role focuses on understanding equipment performance and Critical To Quality elements, resolving customer complaints and non-conformities, improving component reliability and product performance, and ensuring customer expectations are met or exceeded. The engineer serves as the primary point of contact for customer service related to manufacturing operations and provides post-sale support, including root cause analysis for key equipment purchases. The position works cross-functionally with manufacturing, sales, quality, suppliers, and customer teams. It includes customer and supplier quality activities, plant and customer-site visits, quality assessments and audits, reporting and presentations, and translating findings into improvement plans. The role uses quality management systems and Lean methodologies to improve processes, minimize defects, and enhance customer satisfaction. Work is onsite Monday through Thursday; on Fridays, employees may choose their work location according to work needs.

Requirements

Bachelor's degree in engineering or a related field preferred.
At least 3 years of experience in a Quality or Manufacturing Engineering role.
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 and attention to detail.
Excellent written and verbal communication skills for conveying quality-related information to internal teams and external customers.
Ability to work effectively with colleagues in a fast-paced, high-pressure environment.
Ability to manage multiple initiatives and influence and motivate associates across departments.
Knowledge of quality system methodologies such as CAR/8D, 5 Why's, Pareto Analysis, DFMEA, PFEMA, PPAP, and APQP.
Role is designated Safety Sensitive and may require additional drug screening.

Nice To Haves

Experience with customer-specific requirements in a Quality or Manufacturing Engineering role.

Responsibilities

Develop a strong understanding of equipment performance, Critical To Quality elements, and functional elements that drive the customer experience.
Facilitate and complete cross-functional root cause analyses to improve component reliability and product performance.
Use tools such as Gemba, management reviews, internal and product audits, customer feedback, warranty data, and traceability to evaluate the Mission Critical function.
Create, maintain, and report daily, weekly, and/or monthly KPIs.
Use inspection tools and manufacturing process knowledge to support quality activities.
Manage multiple initiatives and engage cross-functional teams as needed.
Facilitate supplier and reliability improvements and incorporate them into new product and project introduction launch phases.
Apply Quality and Lean methodologies and operating disciplines collaboratively.
Use problem-solving techniques, process improvement tools, 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.
Use information technology systems that support Quality Management Systems and processes.
Serve as the primary point of contact for customer service related to manufacturing operations.
Investigate and resolve customer complaints and non-conformity issues promptly, 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 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 enhance customer satisfaction and minimize defects.
Lead regular report-outs 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 quality-related discussions, and document findings in reports that translate feedback and audit results into actionable manufacturing improvement plans.