What are the responsibilities and job description for the Quality Engineer position at The Step2 Company, LLC?
Job Summary:
The Quality Engineer is the scorekeeper for company-wide quality and a central driver of our initiative to elevate the customer experience. This is a hands-on, high-energy role for a hungry do-er: someone who builds the dashboard, keeps the score, and every week puts the most important quality issues in front of the executive team and the people who can fix them. The Quality Engineer turns data from customer service, replacement parts, and online reviews into specific, prioritized focus areas for the teams that own execution — Product Engineering, Product Management, Plant Management, Manufacturing Engineering, and Supply Chain. They are the critical link between the voice of the customer and the organization, and they measure whether we are getting better. This role reports to the Chief Operating Officer.
Location: Onsite (Streetsboro, OH Headquarters) with ability to travel to other locations occasionally
Job Duties:
What You Are Accountable For
This role has two clear accountabilities:
- Keep the score. Build, own, and maintain the company quality dashboard, and present it every week to the executive team (CEO, COO, CRO, CPO, VP of HR, and others) — accurately, on time, and in a way people can act on.
- Point to what matters. Translate the data into specific, prioritized action items and focus areas, and hand them to the teams that own execution.
Acting on the focus areas and improving the underlying results is owned by those functional teams. This role is accountable for the scorekeeping and for surfacing the right priorities — not for performing the fixes.
Key Responsibilities
Scorekeeping: Dashboards, KPIs & Weekly Reporting
- Build, own, and continuously improve the dashboards and KPIs that measure company-wide quality performance.
- Present a clear, reliable weekly quality readout at the standing executive team meeting and to cross-functional teams, highlighting trends, movement, and emerging issues.
- Establish and maintain a single source of truth for quality data and ensure its accuracy, consistency, and timeliness.
Voice of the Customer & Issue Identification
- Partner closely with Customer Service to understand key customer issues, recurring complaints, and missing or incomplete component shipments.
- Aggregate and analyze data from customer service tickets, replacement parts demand, warranty claims, and online product reviews to surface emerging quality concerns.
- Dig into the data to find the signal — separate the noise from the issues that are genuinely hurting the customer experience.
Quality Systems, Processes & Documentation
- Maintain the company’s quality management system (QMS) and company-wide quality documentation — SOPs, work instructions, quality standards, and records — keeping them current, accessible, and audit-ready.
- Identify gaps and inconsistencies in how quality is handled across the organization and drive toward standardized, repeatable, company-wide processes (e.g., issue intake, defect tracking, and CAR workflow).
- Champion consistent documentation practices so quality issues, decisions, and corrective actions are captured, traceable, and easy to find.
- Support internal and external quality audits and help ensure ongoing compliance with applicable standards
Turning Data into Action
- Generate specific desired outcome and focus areas with supporting data for Product Engineering, Product Management, Plant Management, Manufacturing Engineering, and other execution teams.
- Partner with Product Management to feed customer quality insights into the product roadmap, prioritization, and new product introduction (NPI) plans so recurring issues get designed out.
- Follow up persistently: track which focus areas have been picked up, surface what is stalled, and keep the most important issues visible until they are resolved.
- Support root-cause analysis and corrective/preventive action (CAPA) efforts using structured methods (e.g., 8D, 5 Whys, fishbone, FMEA).
Supply Chain & Vendor Quality
- Support the Supply Chain team and help investigate vendor and supplier quality issues.
- Analyze supplier-related defects and missing-component trends, and flag them as focus areas for supplier corrective action and performance reviews.
- Help strengthen incoming inspection and supplier quality visibility to catch defects before they reach the customer.
- This role works closely with Customer Service, Product Engineering, Product Management, Plant Management, Manufacturing Engineering, Replacement Parts, and Supply Chain.
Qualifications and Experience Requirements:
Required Qualifications
- Bachelor’s degree in Engineering, Quality, Industrial/Manufacturing, or a related technical field (or equivalent experience).
- 3–5 years of experience in quality engineering, quality assurance, or a closely related role, ideally within a consumer products or manufacturing environment.
- Strong hands-on skills building and maintaining dashboards and KPIs in data tools (e.g., Excel, Power BI, Tableau, or similar) — this person builds the score, not just reads it.
- Proven ability to turn messy data into a clear story and a short list of priorities that non-technical stakeholders can act on.
- Self-starting, persistent, and comfortable chasing answers across departments without formal authority — a hungry do-er.
- Working knowledge of root-cause and corrective action methods (8D, 5 Whys, fishbone, FMEA) and basic statistical/QMS fundamentals.
- Customer-focused mindset with the ability to connect field data and reviews to internal focus areas.
Preferred Qualifications
- Experience in consumer products, durable goods, or assembled-product manufacturing.
- ASQ certification (e.g., Certified Quality Engineer – CQE) and/or Six Sigma certification (Green Belt or Black Belt).
- Familiarity with quality management systems (e.g., ISO 9001) and APQP/PPAP processes.
- Experience analyzing online reviews, warranty/returns data, and replacement-parts demand to identify product quality trends.
- Working knowledge of supplier quality management and incoming inspection practices.
- Experience reporting to or presenting to senior leadership.
Work Environment:
This position will perform most job duties in an office environment where using a computer, software applications, telephone, printer, etc. are essential.
ADAAA:
In developing this job description, care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act Amendment Act (ADAAA) purposes, the essential functions of the job may or may not have been described for purposes of ADAAA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
FLSA Status:
Exempt
What are the perks?
Paid Parental Leave
401k with Employer Match
Company Paid Life & Disability Insurance
Adoption Assistance
Medical, Dental and Vision
Employee Discount
10 Paid Holidays
Advancement Opportunities
Join our family!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
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