Quality Engineer (After Sales Focus)

Job Title:                                        Quality Engineer (After-Sales Focus)

Title of Supervisor:                    Quality Manager 

Job Location:                               Morristown TN

Company Website:                   www.greenworkstools.com

Company Summary:  

Greenworks Tools is the leader in battery-powered outdoor power tools for DIY-consumers and landscaping professionals. The company distributes Greenworks branded and private label products, as well as products for an extensive network of Original Equipment Manufacturers.

With a robust line of Greenworks branded products, including 24-volt, G-MAX 40-volt, 60-volt, 80-volt, and commercial grade 40-volt Elite & 82-volt battery-powered outdoor power equipment, a full line of corded equipment, and power tools, Greenworks offers the right tool for every job. Utilizing best-in-class technology, Greenworks tools deliver the power and performance of comparable gas-powered tools without the mess, fumes, aggravating pull cords, and noise associated with gas products.

For more information, visit greenworkstools.com or greenworkscommercial.com.

Position Summary:

The Quality Engineer (After-Sales Focus) is responsible for analyzing field failures, managing returned materials (RMA), and driving corrective and preventive actions to improve product reliability and customer satisfaction. This role works cross-functionally with production, R&D, customer service, and suppliers to identify root causes, implement effective solutions, and reduce warranty and service costs. The ideal candidate is detail-oriented, analytical, and customer-focused, with strong problem-solving skills and technical expertise in product failure analysis.

Essential Duties and Responsibilities:

After-Sales Quality Issue Analysis
• Receive and analyze returned products (RMA and field failures) to identify root causes of customer issues.
• Perform detailed root cause analysis using structured problem-solving tools such as 5Why, Fishbone (Ishikawa), and 8D methodologies.
• Coordinate with production, R&D, and supplier teams to resolve after-sales quality issues effectively and promptly.

Failure Analysis and Corrective Actions
• Conduct detailed failure verification, component-level testing, and cause confirmation.
• Prepare comprehensive Failure Analysis (FA) and 8D reports for internal and customer communication.
• Track corrective and preventive actions through closure and verify the effectiveness of implemented solutions.

Rework and Quality Control
• Develop, review, and approve rework instructions, ensuring compliance with engineering and quality standards.
• Support rework process validation and perform associated risk assessments.
• Supervise and audit rework operations to ensure all activities meet established quality requirements.

Data Collection and Reporting
• Analyze field failure data and identify trends in product performance and reliability.
• Generate periodic quality reports and metrics to support management and product improvement initiatives.
• Support customer complaint analysis and contribute to warranty cost reduction and service improvement projects.

Cross-Functional Collaboration
• Collaborate with customer service, manufacturing, R&D, and supplier quality teams to ensure timely issue resolution.
• Provide feedback to design and process engineering teams to drive product and process improvements.
• Participate in cross-functional reviews to support continuous improvement of quality systems and customer satisfaction.

Required Education and Experience:

• Bachelor’s degree in Engineering (Mechanical, Electrical, Industrial, or related field).
• 3 years of experience in quality engineering, product reliability, or after-sales service quality within a manufacturing environment.
• Strong understanding of root cause analysis and corrective action tools (8D, 5Why, Fishbone, FMEA).
• Hands-on experience in failure analysis and product testing.
• Knowledge of ISO 9001, IATF 16949, or similar quality management systems preferred.
• Proficient in data analysis and report generation using quality tools and software.
• Excellent analytical, communication, and cross-functional collaboration skills.

Compensation and Benefits:

• Competitive annual base salary
• Comprehensive health, dental, and vision coverage
• 401(k) plan with company match
• Paid sick leave, vacation, and holidays

Greenworks is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.