Quality Engineer (After Sales Focus)

Greenworks•Morristown, TN

About The Position

The Quality Engineer (After-Sales Focus) is responsible for analyzing field failures, managing returned materials (RMA), and driving corrective and preventive actions to improve product reliability and customer satisfaction. This role works cross-functionally with production, R&D, customer service, and suppliers to identify root causes, implement effective solutions, and reduce warranty and service costs. The ideal candidate is detail-oriented, analytical, and customer-focused, with strong problem-solving skills and technical expertise in product failure analysis.

Requirements

Bachelor’s degree in Engineering (Mechanical, Electrical, Industrial, or related field).
3+ years of experience in quality engineering, product reliability, or after-sales service quality within a manufacturing environment.
Strong understanding of root cause analysis and corrective action tools (8D, 5Why, Fishbone, FMEA).
Hands-on experience in failure analysis and product testing.
Excellent analytical, communication, and cross-functional collaboration skills.

Nice To Haves

Knowledge of ISO 9001, IATF 16949, or similar quality management systems preferred.
Proficient in data analysis and report generation using quality tools and software.

Responsibilities

Receive and analyze returned products (RMA and field failures) to identify root causes of customer issues.
Perform detailed root cause analysis using structured problem-solving tools such as 5Why, Fishbone (Ishikawa), and 8D methodologies.
Coordinate with production, R&D, and supplier teams to resolve after-sales quality issues effectively and promptly.
Conduct detailed failure verification, component-level testing, and cause confirmation.
Prepare comprehensive Failure Analysis (FA) and 8D reports for internal and customer communication.
Track corrective and preventive actions through closure and verify the effectiveness of implemented solutions.
Develop, review, and approve rework instructions, ensuring compliance with engineering and quality standards.
Support rework process validation and perform associated risk assessments.
Supervise and audit rework operations to ensure all activities meet established quality requirements.
Analyze field failure data and identify trends in product performance and reliability.
Generate periodic quality reports and metrics to support management and product improvement initiatives.
Support customer complaint analysis and contribute to warranty cost reduction and service improvement projects.
Collaborate with customer service, manufacturing, R&D, and supplier quality teams to ensure timely issue resolution.
Provide feedback to design and process engineering teams to drive product and process improvements.
Participate in cross-functional reviews to support continuous improvement of quality systems and customer satisfaction.