Customer Quality Engineer

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About this role

We make the world a better place to live!
Carrier is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable, and high-performance buildings.

Det-Tronics is a $150M technologically innovative, projects-based global P&L protecting customers in many challenging environments with high end flame and gas detection products and systems. Det-Tronics is a part of the Global Fire Products business of Carrier and has a global footprint with manufacturing sites in the U.S. and sales presence in all key geographies. 

Det-Tronics is looking for an experienced, process driven, results oriented, high performing Customer Quality Sr. Engineer to champion Customer Quality in our organization.

Key Responsibilities:

• Primary responsibility is to lead customer quality issue monitoring and resolution process.
• Evaluates incoming complaint information and maintains the record
• Performs follow up activities to obtain additional information. Use and maintain database(s), provide analysis and trending data all on customer complaints
• Identify and document appropriate complaint categories to assure trend accuracy within the complaint database
• Interact with Customer Service, Field Service, Manufacturing, R&D (Design Engineering), and Quality Assurance team, as needed, during complaint processing
• Host Customer Visits/Audits and submit quality assessments
• Monitor, analyze and report of key operational quality metrics such as Warranty PPM and costs (customer quality KPI’s)
• Utilize systemic methodology to identify, prioritize customer identified product issues and concerns
• Update customers in a timely manner regarding the status of quality requests
• Train and help guide the operations team in identifying and developing problem solving methodologies to resolve quality issues
• Maintain list of customer related issues and drive for improvements
• Support Continuous Improvement activities throughout the organization
• Understand customer specific requirements and how they translate to the production team.
• Analyze, solve, and control production quality problems on time to meet the customer requirements

Required Qualifications:

• Bachelor’s Degree
• 5+  years of experience in Electrical or Electronics Products Manufacturing Industry in Quality

Preferred Qualifications:

• Ability to read and understand Electrical Schematic Diagrams or Drawings
• Basic Knowledge of Statistical Analysis
• Experience with Non-Conforming Materials Control & Disposition Process
• Corrective Action and Preventive Action (CAPA)
• Understanding of Customer DPPM and Cost of Poor Quality (COPQ) Calculation
• Must be a team player able to work in a fast-paced environment with demonstrated ability to handle multiple competing tasks and demands
• Strong communication skills; oral, written and presentation
• Strong organization, planning and time management skills to achieve results and continuous improvements
• Strong personal and professional ethical values and integrity
• Holds self-accountable to achieving goals and standards
• Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel)
• Strong interpersonal collaboration skills to work effectively with all levels of the organization including external customers
• Must be able to perform essential job functions safely and work within established company guidelines
• Minimum travel may be required

ADDITIONAL PREFERENCE

• Previous Customer Quality Experience is a plus
• Proficiency in Technical Writing
• Process Audit Knowledge
• Proficiency in Minitab & Power BI
• Certified Lean six sigma Green Belt or Black Belt
• Project Management Skill
• Experience with MRP System (JDE or SAP)
• GD&T Knowledge

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Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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