Remote East Coast
Summary
The Customer Quality Engineer manages customer feedback from initial contact through resolution for the Advanced Optics Division. Key tasks include reviewing feedback entries from SalesForce, validating content, transferring into site-specific CAPA systems, and verifying actions taken address the original issue. Regular duties involve working with customers and customer service representatives to clarify feedback entries, escalating critical issues, and developing KPIs related to customer satisfaction. This role requires experience in manufacturing quality, root cause analysis skills, and effective communication across all organizational levels.
Day to Day Responsibilities
Review and validate SalesForce feedback entries from customer service and commercial groups
Classify the SalesForce entries based on risk then transcribe entries into site specific CAPA systems (SharePoint, EtQ, etc.)
Routine follow ups with plant, engineering, and commercial groups to ensure the timely completion of open issues and verify completed actions addressing the customer's initial claim.
Escalate critical issues to site and division leadership where needed
Create KPIs and action plans related to customer satisfaction, and monitor compliance
Lead training on customer feedback process and root cause analysis tools
Support improvements to the feedback process with other division functions, ensuring ongoing alignment between SalesForce, SAP, and EtQ
Responsible for division quality reporting, summarizing data from PowerBI, SalesForce, and ETQ tools to provide monthly updates and identify focus areas and required resources
Required Skills
Strong persuasion and negotiation skills as well as demonstrated creativity, vision and mature judgment in anticipating and resolving complex issues
Effective project management skills; experience in managing multiple projects simultaneously
Ability to work in a dynamic environment while managing multiple priorities
Ability to work independently and prioritize responsibilities
Highly motivated with a steadfast sense of urgency and keen attention to detail
Ability to drive tasks to closure and communicate effectively with different levels of organization
Ability to present data analysis in verbal and written form that broad audiences can understand
Proficiency in Microsoft Office and digital literacy
Proficient in English. Good written and oral skills are important
Desired skills
Knowledge of problem-solving tools and 8D methodology
Familiar with SalesForce, SAP, PowerBi, EtQ, and Camstar
Customer service experience
Education and Experience
Bachelor's degree in engineering or science
Minimum of 3 years of manufacturing experience, time spent in a quality or process role
Travel Requirements
Anticipate approximately 25% Domestic travel; could be more based on projects
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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Summary
The Customer Quality Engineer manages customer feedback from initial contact through resolution for the Advanced Optics Division. Key tasks include reviewing feedback entries from SalesForce, validating content, transferring into site-specific CAPA systems, and verifying actions taken address the original issue. Regular duties involve working with customers and customer service representatives to clarify feedback entries, escalating critical issues, and developing KPIs related to customer satisfaction. This role requires experience in manufacturing quality, root cause analysis skills, and effective communication across all organizational levels.
Day to Day Responsibilities
Review and validate SalesForce feedback entries from customer service and commercial groups
Classify the SalesForce entries based on risk then transcribe entries into site specific CAPA systems (SharePoint, EtQ, etc.)
Routine follow ups with plant, engineering, and commercial groups to ensure the timely completion of open issues and verify completed actions addressing the customer's initial claim.
Escalate critical issues to site and division leadership where needed
Create KPIs and action plans related to customer satisfaction, and monitor compliance
Lead training on customer feedback process and root cause analysis tools
Support improvements to the feedback process with other division functions, ensuring ongoing alignment between SalesForce, SAP, and EtQ
Responsible for division quality reporting, summarizing data from PowerBI, SalesForce, and ETQ tools to provide monthly updates and identify focus areas and required resources
Required Skills
Strong persuasion and negotiation skills as well as demonstrated creativity, vision and mature judgment in anticipating and resolving complex issues
Effective project management skills; experience in managing multiple projects simultaneously
Ability to work in a dynamic environment while managing multiple priorities
Ability to work independently and prioritize responsibilities
Highly motivated with a steadfast sense of urgency and keen attention to detail
Ability to drive tasks to closure and communicate effectively with different levels of organization
Ability to present data analysis in verbal and written form that broad audiences can understand
Proficiency in Microsoft Office and digital literacy
Proficient in English. Good written and oral skills are important
Desired skills
Knowledge of problem-solving tools and 8D methodology
Familiar with SalesForce, SAP, PowerBi, EtQ, and Camstar
Customer service experience
Education and Experience
Bachelor's degree in engineering or science
Minimum of 3 years of manufacturing experience, time spent in a quality or process role
Travel Requirements
Anticipate approximately 25% Domestic travel; could be more based on projects
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.