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Eaton’s ES AMER ARS division is currently seeking a Customer Quality Engineer.

What you’ll do:

PRIMARY RESPONSIBILITY:

The Customer Quality Engineer will assure customer satisfaction & operational performance through deployment of our Quality Management System as it relates to customer quality performance. The CQE will ensure performance by owning customer quality metrics, ensuring that products meet or exceed customer expectations in terms of quality and reliability by working closely with cross-functional teams to implement solutions that elevate the overall user experience and driving customer quality performance to achieve our business and operational objectives.

Making what matters work at Eaton takes the passion of every employee around the world. We create an environment where creativity, invention and discovery become reality, every day. It’s where bold, bright professionals like you can reach your full potential—and where you can help us reach ours.

This position is a leader of people and is primarily responsible for driving process and product quality improvements.

ESSENTIAL FUNCTIONS:

• Coordinate efforts to resolve customer complaints, quality alerts, and/or external quality escapes, including root cause analysis and CAPA related to these, as well as ensure their effectiveness.

• Update customers in a timely manner regarding the status of quality issues, replacement orders, or any other requests to ensure customer satisfaction.

• Resolve issue(s) according to the warranty procedures and policies between service, the product line management and general sales force.

• Lead systematic root-cause analysis of customer complaints with Value Stream team, as well as corrective action implementation within 60 days.

• Facilitate the return of defective products for analysis and work with the production team to implement corrective actions.

• Authorize warranty claims, assign RMA return suffixes, and work with Customer Service to generate replacement orders for RE claims.

• Ensure the evaluation, reconciliation, and closure of warranty/customer complaints (CQM) daily.

• Lead Value Stream towards the preparation of customer audits, as well as collecting all information that is required as evidence of customer requirements’ compliance.

• Lead cross-functional teams in the development of product improvement plans based on customer feedback and quality data analysis.

• Prepare and update all necessary quality reports as required by customers.

• Analyze data to identify key contributors of Warranty CONC and DPPMs to achieve improvement towards target achievement.

• Communicate customer complaint to the Value Stream and generate Quality Alerts for external/Internal customers if required.

• Review and approve quality-related documents, such as inspection plans, test methods, and quality specifications, to ensure compliance with customer requirements.

• Support deployment of Eaton Quality System (EQMS)/ISO9001, Eaton Lean System (ELS), MESH & Continuous Improvement initiatives

• Serve as an Internal Systems Auditor performing process & systems audits on a regular basis.

• Supervise Warranty Technician as required by providing coaching and development as required to ensure continuous improvement objectives are achieved resulting in improved process and product quality.

• Lead 8D corrective action activities. Uses data analysis software (i.e. Excel, Access & Minitab).

Qualifications:

Required Basic Qualifications:

• Bachelor’s degree in engineering or related program from an accredited university.

• Minimum three (3) years’ experience in a quality role within a manufacturing environment

• Written and verbal communication skills.

• Competency in Microsoft Office platform (i.e. Excel, PowerPoint, Word, Outlook).

• Problem Solving expertise: 8D, 5 why, Ishikawa, Six Sigma, Lean Tools, Statistical Analysis.

• Ability to travel up to 20% of time.

• Core Tools certified.

Preferred Qualifications:

• 2 years managing people and project teams in a manufacturing environment.

• ISO 9001 Internal Auditor.

• ASQ Certified Quality Engineer or Certified Quality Manager.

• Six Sigma Greenbelt/Black Belt Certification.

ADDITIONAL INFORMATION:

Expected to work with some degree of independence and make decisions that affect the operation. Focus efforts on attaining assigned goals and objectives, which include meeting needs and expectations of internal and external customers. Must be able to successfully manage multiple priorities, analyze complex problems and implement solutions.

Must be able to communicate effectively with customers and company personnel at all management, professional, and technical levels. This position requires a high level of responsiveness and proactive problem solving to reinforce enterprise-wide goal of providing world class customer satisfaction. Must be team oriented and self-starter with strong multi-tasking and time management skills.

PHYSICAL DEMANDS:

While performing the duties of this job the employee is regularly required to stand; walk; sit; reach at or above shoulder level; grip; and use hands to handle and feel. The employee is frequently required to walk; stoop; lift; carry; push; pull; and grip. The employee is occasionally required to lift/carry up to 35 pounds. The employee is sometimes required to push/pull up to or greater than 35 pounds. The vision requirements include far and close vision with depth perception and color discrimination. While performing the duties of this job the employee is regularly required to listen and to talk.

WORK ENVIRONMENT:

While performing the duties of this job the employee is primarily based in an office environment.

Skills:

Position Criteria:

• Demonstrated ability to lead cross-functional collaboration and influence change & peers across the organization.

• Strong written, verbal and computer business communication skills required.

• Demonstrated proficiency in interpersonal, analytical, and organizational skills.

• Experienced to motivate and drive problem solving techniques for root cause identification and development of permanent corrective actions.

• Soft Skills: Thinks and Acts Strategically, Gets Results Through Self and Others, Builds Organizational Capability), Demonstrates Eaton’s Leadership Style.

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.