Customer Support Engineering

Overview
The successful candidate will act as the primary liaison between the customer plant and the manufacturing facility, ensuring timely resolution of quality issues, product verification, and customer support. This role requires strong technical, analytical, organizational, and communication skills, along with the ability to work directly at the customer site.

Key Responsibilities

• Serve as the communication link between the customer plant and the manufacturing facility.
• Re-verify parts and maintain accurate records within company computer systems.
• Perform first-level analysis of non-conforming products and quality issues.
• Verify suspect products and maintain product testing equipment.
• Expedite non-conforming materials back to the manufacturing facility on the same day.
• Enter and track data in the Incident Reporting System (IRS).
• Provide technical support and system expertise to customers and internal teams.
• Conduct and coordinate initial 24-hour containment activities for quality concerns.
• Coordinate additional containment activities when required.
• Participate as a key member of problem-solving and response teams.
• Prepare and submit weekly trip reports.
• Monitor and negotiate Global Customer Base Return Parts Per Million (PPM) rates.
• Coordinate special customer-related events and activities.
• Build and maintain strong customer relationships to improve product quality and support business growth.

Required Qualifications

• Bachelor's degree in Engineering.
• 6 10+ years of relevant work experience in manufacturing, quality, engineering, customer support, or a related field.
• Training and proficiency in computer applications.
• Strong computer skills, including:
  • Microsoft Excel
  • Microsoft Word
  • Email systems
• Ability to analyze quality issues and non-conformances.
• Excellent organizational and communication skills.
• Experience interacting directly with customers.

Preferred Skills

• Quality assurance and root cause analysis experience.
• Manufacturing and production process knowledge.
• Customer quality engineering experience.
• Familiarity with containment and corrective action processes.
• Experience with incident tracking and reporting systems.
• Data analysis and reporting capabilities.
• Problem-solving and technical troubleshooting skills.