Quality Engineer - CQM

This position will work to fully resolve our customers’ claims while remaining fiscally responsible and applying resolution within our written warranty terms as quickly and efficiently as possible to meet our customers’ needs. This position manages customer claim resolution including testing of failed products and communicating resolution to customers and sales representatives for those accounts. This position contacts relevant manufacturing teams and works with them to improve future products.

Claims include technical claims of failed product, installation issues, product safety loss claims with our product, and retail claims returned by general consumers to our lab. Escalating technical and product issues to product management, manufacturing plant and suppliers for corrective actions.

ESSENTIAL DUTIES

• Working under general management and with a high level of technical creativity, develops comprehensive approaches to meeting the technical Quality objectives of customer technical system analysis, interaction with Customers, Sales, Product Management, Marketing, R&D, Supplier Quality and Manufacturing to effectively resolve customer claims and reduce cycle time.
• Evaluate failed product to identify root cause. Propose and/or evaluate design and process quality measures and systems to ensure product quality during design and manufacturing phases, often identified as a result of 8D Methodology for resolving the problem.
• Design and install quality control process sampling systems, procedures and statistical techniques for claim management.
• Designs or specifies inspection and testing mechanisms and equipment necessary to troubleshoot customer claims. Recommends revision of specifications when needed and collaborates with manufacturing plants to validate effectiveness.
• Provide first level technical support to customers for troubleshooting technical issues as well as responding to product safety and liability claims involving our product.
• Conduct customer site visits and report on results. Travel time can be up to 25%.
• Ensure that all claims handled are appropriately reported within Customer Quality Management so they become part of the feedback to the Business Unit Product, Quality and Supplier Managers

COMPETENCIES

• Solid understanding of troubleshooting and typical failure modes of circuit boards and their components with minimal access to schematics. Position requires an individual who will help identify root causes and implement solutions.
• Experience with instruments such as oscilloscopes, multimeters, color measuring and temperature measuring equipment.
• Demonstrated ability to work within a team structure with cross-functional relationships.
• In-depth working knowledge of SAP and Microsoft Office Suite
• Statistical methods training and experience are desired (8D Methodology, FMEA and Six Sigma, Lean Manufacturing)
• Must have excellent written and verbal communication since this position will be in contact with customers as well as internal key function heads. Communications must be in English
• with concise verbiage that leaves no ambiguity and requires no review / editing prior to submittal directly to customers.
• Ability to negotiate resolutions with customers is key

REQUIREMENTS AND QUALIFICATIONS

• Bachelor’s degree in Electrical Engineering (or relevant field) Preference for 1 year of experience or more.

OTHER:

• Position will be located in Versailles, KY with regular on-site office hours Monday-Friday.
• Relocation and/or work sponsorship are not available with this position.
• Position is eligible for the LEDVANCE employee referral program.