Customer Quality Engineer

Andover, Hampshire

As Customer Quality Engineer, you will support the business by deploying the Quality Strategy. Within your role you will initiate, enable, support, verify, and maintain this strategy. You will be the primary contact for customers on product quality related matters such as product returns, complaints, requests for (additional) product data, concerns, audit requests and general enquiries.

PRIMARY ROLES & RESPONSIBILITIES

  • Contributing to secure and improve the quality management system.
  • Leading by example on good documentation practice and other elements of ISO 9001, AS 9100 and ISO 13485.
  • Provide clear and concise reporting about all activities.
  • Communicating with the customer on complaints and returned goods. Managing and recording all customer returned goods requests in the appropriate systems including their financial impact.
  • Analysing complaints and making decisions on justification of the returns (in or out specification; in or out warranty) and communicating this to customer.
  • Coordinating fault finding and repairs on customer returns. Initiating additional investigations at Engineering, R&D or others if required.
  • Issuing feedback reports to the customer on received returned goods. Either in simple feedback or in a solid analysis report according to customer expectations and current quality procedures.
  • Preparing communication with the customers on (upcoming) change requests and change notifications.
  • Communicating with the customers on audit reports and their follow-up.
  • Initiating a CAPA or 8D on structural customer complaints. Providing structural feedback to manufacturing and engineering on incidents.
  • At the Quality Manager’s request, performing additional research into customers’ return shipments, particularly concerning structural defects.
  • Produce monthly reports showing defects per month, pareto of the top issues and timing plan for addressing these.
  • Produce a weekly / monthly status report for management to understand status of activities.
  • Leading customer visits and audits ensuring all actions are closed in a timely manner.
  • Excellent knowledge of the regulations and the potential impact on the customers product should an issue arise.

 

TECHNICAL KNOWLEDGE/QUALIFICATIONS

  • Whilst not essential, holding a Bachelors’ degree from a university of applied sciences, preferable in Electrical or Mechanical Engineering or equivalent is desirable
  • 3+ years of direct involvement in quality management in an industrial manufacturing and product development setting, preferably in the medical, automotive, aeronautics and/or space industry.
  • Knowledgeable regarding ISO9001 / ISO13485 / AS 9100 and other relevant standards.
  • Strong interpersonal skills and the ability to work well with customers, suppliers, and co-workers.
  • Must have demonstratable organisational, analytical, and problem-solving skills.
  • Practical knowledge of engineering.