Quality Engineer Customer Service

Merrithew International Inc.•Scarborough, ON

13h•CA$75,000 - CA$100,000•Onsite

About The Position

The Customer Quality Engineer (CQE) is a senior quality professional responsible for connecting customer experience with product and process quality. This role leads the investigation and resolution of customer complaints, warranty issues, and field quality concerns, working closely with Customer Service, Quality, Operations, Engineering, Product Development, Supply Chain, and suppliers. The CQE combines strong technical quality expertise with excellent customer-facing skills. The successful candidate will be comfortable leading a technical root cause investigation, working cross-functionally to implement corrective actions, and clearly communicating findings and resolutions to customers and internal stakeholders. The CQE also provides functional leadership and guidance to Customer Service Coordinators to ensure customer complaints and product concerns are accurately captured, appropriately escalated, and effectively managed.

Requirements

Bachelor's degree in Engineering, Quality Management, Manufacturing, Business, or related field preferred.
Equivalent combination of education and experience may be considered.
5–7 years of progressive experience in Quality Engineering, Customer Quality, Manufacturing Quality, or a closely related technical quality role.
Significant experience managing teams, customer complaints, warranty issues, or field quality concerns.
Experience in investigating customer complaints and conducting root cause analysis.
Experience working with CRM, ERP, or Quality Management Systems.
Root Cause Analysis (RCA)
Corrective and Preventive Actions (CAPA)
Quality Management Systems
Customer Complaint Handling
Data Analysis and Reporting
Process Improvement Methodologies
Lean Manufacturing and/or Six Sigma principles
Strong written and verbal communication skills
Excellent organizational and problem-solving abilities
Ability to work cross-functionally with technical and non-technical teams

Nice To Haves

Experience supervising or coordinating customer service functions preferred.
ASQ Certified Quality Engineer (CQE)
Lean Six Sigma Green Belt or Black Belt
ISO 9001 Internal Auditor Training

Responsibilities

Serve as the primary quality representative for customer product complaints, warranty claims, and field performance issues.
Review and assess customer complaints to determine severity, risk, and escalation requirements.
Conduct root cause analysis using methodologies such as 5 Whys, Fishbone Diagrams, Failure Mode Analysis, and CAPA processes.
Coordinate investigations with Manufacturing, Supply Chain, Product Development, Engineering, and Supplier Quality teams.
Develop and track corrective and preventive actions (CAPAs) through closure.
Communicate investigation findings and resolutions to internal stakeholders and customer-facing teams.
Act as the quality subject matter expert supporting Customer Service in the management of complex customer issues.
Provide functional leadership, guidance, and coaching to Customer Service Coordinators on complaint handling, quality requirements, and escalation.
Establish and maintain standards for complaint documentation, categorization, investigation, and escalation.
Review complaint information to ensure sufficient technical detail is captured to support effective investigation.
Partner with Customer Service to improve the overall customer experience throughout the complaint resolution process.
Identify opportunities to improve communication, response times, and the customer complaint experience.
Analyze customer feedback, complaint trends, return data, warranty claims, and product performance metrics.
Develop and maintain dashboards and KPI reporting related to: Customer complaints, Warranty claims, Product returns, Defect trends, Customer satisfaction metrics, Resolution cycle times.
Identify recurring quality issues and recommend corrective actions.
Present findings and recommendations to management teams.
Partner with Product Development and Engineering teams to provide Voice of Customer (VOC) insights.
Participate in product reviews and continuous improvement initiatives.
Support risk assessments and design improvement activities based on field performance data.
Identify opportunities to improve customer experience, product reliability, and operational efficiency.
Manage warranty claim review and disposition processes.
Coordinate evaluation of returned products and components.
Maintain records of failure analysis findings and corrective actions.
Work with suppliers and manufacturing partners to resolve quality issues impacting customers.
Ensure complaint handling processes comply with company quality management requirements.
Maintain documentation and records supporting quality investigations and corrective actions.
Support internal audits and quality reviews as required.
Contribute to continuous improvement of quality systems and procedures.