Customer Quality Engineer

- Perform structured root cause analysis (RCA) using 5 Why, Ishikawa, or similar methods.

- Prepare and submit professional 8D reports to customers within agreed deadlines.

- Define and implement corrective and preventive actions in collaboration with Engineering, Operations, and Suppliers.

- Maintain regular communication with customers regarding claim status, investigation results, and corrective actions.

- Support Field Service and Customer Service teams during on-site investigations and containment actions.

- Analyze customer claims data to identify trends and propose systemic improvements.

- Lead claim review meetings internally to align investigation actions and closure plans.

- Coordinate cross-functional problem-solving activities to address customer complaints.

- Escalate critical or systemic issues to the Customer Quality Support Team Leader.

- Ensure customer-specific requirements are respected during investigations and corrective actions.

- Participate in customer audits and quality review meetings as required.

- Maintain claim-handling documentation, databases, and tracking systems.

- Ensure lessons learned from customer claims are shared and implemented internally.

- Contribute to the development of customer satisfaction monitoring programs.

- Support training initiatives to promote quality awareness in customer-facing teams.

- Collaborate with Product Development and Application Engineering to provide feedback from the field.

- Monitor warranty cost and claim-related KPIs for reporting to management.

- Assist in the improvement of procedures for customer communication and quality claim handling.