Customer Quality Engineer
ETLA LIMITED
Key Responsibilities
Customer Interface for Quality Issues
Act as the main point of contact for all quality-related concerns from customers.
Communicate clearly and effectively with customers regarding product quality, complaints, or issues.
Customer Complaint Management
Investigate customer complaints and identify root causes using tools like 5 Whys, Fishbone diagrams, or 8D reports.
Lead and coordinate problem-solving teams to resolve issues.
Ensure timely and effective implementation of corrective and preventive actions (CAPA).
Quality Reporting and Documentation
Prepare and submit quality documentation (e.g., control plans, FMEAs) as required by the customer.
Maintain and report on key performance indicators (KPIs) like customer returns (RMA), PPM (parts per million), and delivery quality.
Audits and Compliance
Support or lead customer audits (onsite or remote).
Ensure compliance with customer-specific requirements (e.g., customer procedure, drawings, specification) industry standards (e.g., ISO 9001) and regulatory guidelines.
Product and Process Validation
Participate in product launches, process validations, and initial sample inspections.
Ensure products meet quality standards before delivery to the customer.
Cross-Functional Coordination
Work with internal teams such as design, production, supply chain, and quality assurance to resolve issues and improve product quality.
Drive continuous improvement projects based on customer feedback.
Customer Scorecard Monitoring
Monitor and analyze customer satisfaction metrics and scorecards.
Take proactive actions to improve ratings (e.g., delivery performance, defect rates).
Skills and Competencies
Strong customer-facing and stakeholder management skills.
Strong problem-solving, analytical, and risk-based thinking capability.
Strong written and verbal communication skills.
Strong report writing and presentation skills.
Ability to lead cross-functional teams and influence without direct authority.
Good decision-making ability with a high sense of urgency, ownership, and accountability.
Ability to manage multiple priorities in a fast-paced manufacturing environment.
Technical Knowledge
Knowledge of ISO 9001. ISO 13485, and ISO 14971 will be an advantage.
Familiar with quality problem-solving methodologies such as CAPA, 8D, FMEA, 5 Why, and Fishbone Analysis.
Knowledge of customer complaint handling, nonconformance control, and corrective action processes.
Familiar with FAI, SPC, MSA, Control Plan, PFMEA, and other core quality engineering tools.
Able to interpret drawings, specifications, critical requirements, and acceptance criteria.
Knowledge of audit handling, risk assessment, change management, and continuous improvement practices