Senior Customer Quality Engineer
- Denver, CO
- $90,000-140,000 per year
- Permanent
- Full-time
- In conjunction with AE's account management team, develops strategic relationships with the customer across functions: supplier quality engineering, operations, design engineering, product management and corporate quality.
- Works across AE functional groups (engineering, manufacturing, service) to coordinate strategies for meeting customers' requirements in all quality areas.
- Defines problems and investigates thoroughly. Is actively involved in customer quality issues from problem definition through resolution.
- Determines the source of problems and drives corrective action.
- Develops action plans and follows through to ensure issues are addressed in a timely manner to customer satisfaction.
- Escalates issues internally as necessary and negotiates across functions to ensure appropriate resources. Assists in the AE internal escalation process. Communicates the status of issues with management.
- Works through the RMA process with the customer.
- Participates in and provides detailed customer quality information for weekly customer meetings.
- Communicates regularly with the customer to ensure confidence that AE is monitoring the situation closely.
- Develops knowledge related to customer quality and copy exact processes.
- Develops detailed and accurate data and delivers quality reviews with both the customer and AE management.
- Prepares Failure Analysis Investigation corrections and burndowns.
- Participates in customer audits of AE processes and ensures results are communicated to AE management. Actively addresses any issues.
- Prepares monthly Voice of Customer Scorecards. Leads internal review of AE's response.
- Identifies emerging quality issues, risks to customer satisfaction, and determines investigative actions.
- Develops and maintains weekly and/or monthly detailed reports of customer issues and recommended plans to address issues.
- Provides support to other Quality functions as needed.
- Works in standard office environment and uses general office equipment
- Some travel may be required (domestic and international)
- Demonstrated ability to work with cross-functional teams to reach resolutions for customers and AE.
- Ability to manage multiple projects simultaneously.
- Excellent verbal and written communication skills.
- Excellent interpersonal skills to build relationships with individuals in various roles and locations.
- Ability to influence and negotiate in complex situations.
- Ability to identify, define, and resolve problems independently.
- Must display initiative and follow-up skills to see issues through successful completion.
- Critical thinking and strong analytical skills are required.
- Ability to gather and interpret data using AE systems.
- Ability to report detailed information to management.
- 5+ years of experience in a program management role demonstrating successful direct customer interactions.
- Demonstrated success influencing and negotiating difficult and complex customer issues to resolution.
- BS Degree in Engineering or related field
- Understanding and working experience with SPC, related software, 6 Sigma training, and use of 8D problem solving framework and tools.
- Medical - multiple medical plans are available to choose from
- Short and long-term disability and life insurance
- Health savings and flexible spending accounts
- Generous time off policy starting with 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays
- 8 hours of paid volunteer time off
- 8 weeks of paid parental leave for both Moms and Dads
- Company matched 401(k)
- Tuition reimbursement
- Expanded mental health coverage and employee assistance programs
- Other voluntary benefits include critical illness, accident and hospital indemnity, pet insurance, identify theft, and legal assistance