Customer Technical Quality Engineer

1. Position Summary:

The Customer Technical Quality Engineer (CTS & Claims) owns the end-to-end customer claims and failure analysis process for Manuli, Ryco, and Techmaflex products across the Americas. This role combines hands-on technical investigation, first-level failure analysis oversight, and customer-facing root cause leadership into a single accountable position.

2. Roles and Responsibilities:

Claims Ownership & Customer Interface

• Own customer and internal quality claims from receipt through closure.

• Act as the primary technical interface with customers, including OEM and multinational accounts.

• Lead customer communications related to failure analysis, corrective actions, and preventive actions.

• Conduct on-site customer visits to validate product application, installation practices, and operating conditions.

Technical Analysis & Investigation Leadership

• Oversee First-Level Investigation (FLI) performed by CTS Technicians.

• Perform advanced technical analysis of returned components.

• Validate sample handling, documentation, and evidence integrity.

• Coordinate testing requirements with plants and technical centers

Root Cause & Corrective Action Leadership

• Lead structured Root Cause Analysis (8D).

• Validate root causes and corrective actions.

• Escalate systemic issues and recommend preventive measures.

Systems, Metrics & Continuous Improvement

• Maintain claims data, KPIs, and timelines in HDQ.

• Analyze trends and support ISO 9001 audits.

3. Qualifications & Skills:

Required:

• Bachelor’s degree in Mechanical Engineering or equivalent.

• 3+ years in quality or failure analysis roles.

• Experience leading 8D RCA.

• Knowledge of hydraulic systems and hose construction.

• Strong technical writing skills.

• Fluent in Spanish (spoken and written).

• Valid passport with ability to travel throughout North and South America.

Preferred:

• Hose, hydraulic, or fluid power industry experience.

• Multinational customer exposure.