Quality Engineer - Customer Support

Industrial Electric Manufacturing•Jacksonville, FL

About The Position

About IEM Industrial Electric Mfg. (IEM) is the largest independent full-line manufacturer of custom power distribution systems in North America. Founded more than 75 years ago in Fremont, California, IEM grew alongside Silicon Valley and today operates over 1.7 million square feet of manufacturing capacity. With $1B+ in annual sales and 10,000+ commissioned projects across technology, data centers, commercial, energy, utilities, healthcare, industrial, and infrastructure markets, IEM continues to deliver exceptional product quality, dependable service, and the flexibility to meet complex technical requirements at scale. Purpose of Position: To be the primary point of contact for the Customer and Commercial Teams about quality-related issues. Collect root cause analysis data and provide corrective feedback due to quality issues. Responsible for ensuring that the products produced meet quality standards required to minimize quality costs and maximize customer satisfaction whilst ensuring that procedures and processes are adhered to. Ensure incoming materials meet required quality standards. Support new product introductions to ensure the robustness of product. Work in a team environment to develop and implement best practices that emphasize defect prevention, reduction in variation and waste and provide for continuous improvements in meeting all customer requirements. Manage the customer specific requirements and coordinate technical support. Work on many phases or sub-tasks of projects or entire projects of moderate complexity, with results impacting on project completion. Work mostly independently under general supervision, reviewed at project milestones and/or on completion by Senior Management.

Requirements

Relevant Business/Commercial or Manufacturing/Engineering degree preferred
Minimum of 5 years of experience in Quality Assurance
Demonstrated experience of 3 to 5 years+ in engaging with customers and suppliers
Previous experience in a manufacturing environment
Ability to work independently with minimal supervision
Proficient in 8D, CARs, and quality systems
Knowledgeable in Lean Manufacturing, APQP, PPAP, FMEA
Familiarity with ISO9001
Understanding of engineering drawings and manufacturing processes
Adaptability to diverse and dynamic environments
Strong planning and prioritization skills
Effective communication, negotiation, and presentation abilities
Proficient problem-solving skills
Understanding of Health and Safety practices
Team player with analytical skills
Awareness of cost and financial impacts
Commercial and financial awareness is advantageous
Understanding of customer expectations and of quality failure/cost
Vision: Long periods of close work on computer screen.
Mental Demands: Interpret, analyze, research, and handle multiple tasks simultaneously.

Responsibilities

Build strong, working relationships with customer and in-house commercial teams to ensure complete and transparent communication and support.
Coordinate activities to evaluate and resolve sometimes technically challenging engineering and quality-related problems encountered in the customer’s facility
Determine and collect relevant data for product and installation improvements to understand any problems and decide when to appropriately escalate issues
Investigate reports of defective, damaged or malfunctioning parts, assemblies, equipment or systems to determine nature and scope of problem that the customer is experiencing
Initiate containment of stock at all locations and prevent further nonconforming production
Investigate the fault and extent of potential recall
Examine defective part for conformance to engineering design drawings or specifications
Identify anomalies on engineering drawings back to the design function
Maintain records to oversee recording of information by others to ensure engineering drawings and documents are current and that engineering related production problems and resolutions are documented
Feedback to company what the issues are
Evaluate findings to formulate corrective action plan and coordinate implementation
Control clean cut-offs throughout and ensure containment is managed while on-going corrective actions are implemented
Organize any re-work of finished goods that may be necessary
Report into the customer what the root causes were to quality issues, the containment measures and corrective actions taken to ensure resolution
Review engineering specifications, orders and related information to maintain current knowledge of manufacturing methods, procedures and activities
Assist with training of quality awareness
Monitor and report on Key Performance Indicators (KPIs) in order to adhere to process and prevent occurrence of any non-conformity relating to product, process or system
Assist with new product introduction, representing the customer and support and manage pre-production trial runs and first off sample approvals
Promote the use of customer preferred techniques for continuous improvement such as Six-Sigma, Poka-Yoke (Error Proofing), Kaizen
Participate in the development and refinement of Design and Process FMEA’s (Failure Mode and Effects Analysis) and represent the customer’s views
Manage and coordinate customer PPM, DO, DPU, cost recovery and supplier warranty indicators
Keep up with current and developing manufacturing and engineering trends that concern the customer’s product
Undertake special projects as required
Contribute to continuous improvement activities
Quality control of work by appropriate reviews
Support and lead process improvement activities
Write reports and present progress at project meetings and to clients
Plan projects or subtasks so they may be tracked and presented
Perform root cause analysis and resolve problems
Provide advice and guidance to management teams as required
Provide support to all internal departments to maintain and improve product quality
Communicate efficiently with IEM and customer’s management
Liaise and communicate with other departments, customers, and other service providers
Participate in cross-functional teams in the development of new products or changes related to current products in meeting customer requirements
Attend various meetings and action/communicate instructions
Develop quality relationships with the customer
Comply with the Health, Safety and Environmental Policies both in-house and at the customer
Assertive, resilient and welcomes change
Engages interest and participation of others and has a collaborative approach to working with others
Proactively contributes to the team
Actively committed to teams’ development