Customer Support Engineering

Overview

We are seeking an experienced Customer Support Engineer to serve as a key liaison between a manufacturing facility and a customer plant. This role is responsible for supporting product quality, resolving issues in real-time, and maintaining strong customer relationships through on-site presence and technical expertise.

The ideal candidate combines hands-on quality experience with strong communication and problem-solving skills in a customer-facing environment.

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Responsibilities

• Act as the primary communication link between customer plant operations and manufacturing
• Perform first-level analysis of non-conforming products and initiate corrective actions
• Verify suspect materials and maintain product testing equipment
• Re-verify parts within internal systems and maintain accurate records
• Expedite non-conforming materials back to the manufacturing facility
• Input and track incidents within reporting systems and maintain documentation
• Lead and coordinate initial 24-hour containment activities for quality issues
• Support ongoing containment and resolution efforts with cross-functional teams
• Monitor and manage customer return metrics (e.g., Return Parts Per Million PPM)
• Prepare and deliver weekly reports and updates on performance and issues
• Support special projects, escalations, and quality improvement initiatives
• Build strong relationships with customers to improve product performance and business outcomes

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Required Qualifications

• Bachelor s degree in Engineering or related field
• 6 10+ years of experience in manufacturing, quality, or engineering roles
• Strong understanding of quality processes, troubleshooting, and corrective actions
• Proficiency in Microsoft Office (Excel, Word, Outlook)
• Excellent communication and interpersonal skills for customer-facing interactions
• Strong organizational and problem-solving skills
• Ability to work independently in a customer-site environment

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Preferred Qualifications

• Experience in supplier quality or customer support engineering roles
• Experience in manufacturing or automotive environments
• Familiarity with incident reporting systems and quality tracking tools