Sr Customer Quality Engineer

The Customer Quality Engineer is accountable for and acts as the primary interface for one to two customers to ensure a high level of satisfaction with AE products from a quality and reliability perspective. This position requires an intimate understanding of the customer. The Customer Quality Engineer is actively involved in customer quality issues and responsible for successful relationships across all quality-related functions at various levels. The role interfaces across AE cross-functional groups for resolution of customer issues and concerns and has the authority to make recommendations on matters of significant impact related to customer and AE satisfaction.

RESPONSIBILITIES:

• In conjunction with AE's account management team, develops strategic relationships with the customer across functions: supplier quality engineering, operations, design engineering, product management and corporate quality.
• Works across AE functional groups (engineering, manufacturing, service) to coordinate strategies for meeting customers’ requirements in all quality areas.
• Defines problems and investigates thoroughly. Is actively involved in customer quality issues from problem definition through resolution.
• Determines the source of problems and drives corrective action.
• Develops action plans and follows through to ensure issues are addressed in a timely manner to customer satisfaction.
• Escalates issues internally as necessary and negotiates across functions to ensure appropriate resources. Assists in the AE internal escalation process. Communicates the status of issues with management.
• Works through the RMA process with the customer.
• Participates in and provides detailed customer quality information for weekly customer meetings.
• Communicates regularly with the customer to ensure confidence that AE is monitoring the situation closely.
• Develops knowledge related to customer quality and copy exact processes.
• Develops detailed and accurate data and delivers quality reviews with both the customer and AE management.
• Prepares Failure Analysis Investigation corrections and burndowns.
• Participates in customer audits of AE processes and ensures results are communicated to AE management. Actively addresses any issues.
• Prepares monthly Voice of Customer Scorecards. Leads internal review of AE’s response.
• Identifies emerging quality issues, risks to customer satisfaction, and determines investigative actions.
• Develops and maintains weekly and/or monthly detailed reports of customer issues and recommended plans to address issues.
• Provides support to other Quality functions as needed.

WORK ENVIRONMENT:

• Works in standard office environment and uses general office equipment
• Some travel may be required (domestic and international)

QUALIFICATIONS:

• Demonstrated ability to work with cross-functional teams to reach resolutions for customers and AE.
• Ability to manage multiple projects simultaneously.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills to build relationships with individuals in various roles and locations.
• Ability to influence and negotiate in complex situations.
• Ability to identify, define, and resolve problems independently.
• Must display initiative and follow-up skills to see issues through successful completion.
• Critical thinking and strong analytical skills are required.
• Ability to gather and interpret data using AE systems.
• Ability to report detailed information to management.

EXPERIENCE:

• 5+ years of experience in a program management role demonstrating successful direct customer interactions.
• Demonstrated success influencing and negotiating difficult and complex customer issues to resolution.

EDUCATION:

Essential:

• BS Degree in Engineering or related field

Desirable:

• Understanding and working experience with SPC, related software, 6 Sigma training, and use of 8D problem solving framework and tools.

COMPENSATION:

As required by multiple state pay transparency laws, Advanced Energy provides a reasonable range of compensation for each job posting. Actual compensation is influenced by an array of factors including, but not limited to, skill set, level of experience, and specific office location. The range of starting pay for this role is $75,000 to $125,000 per year.

BENEFITS:

As part of our total rewards philosophy, we believe in offering and maintaining competitive compensation and benefits programs for our employees to attract and retain a talented, highly engaged workforce. Our compensation programs are focused on equitable, fair pay practices including market-based base pay, an annual pay-for-performance incentive plan for eligible positions, and a discounted Employee Stock Purchase Plan.

In addition to our competitive compensation practices, we offer a strong benefits package in each of the countries in which we operate. In the U.S., we offer a rich benefits package that includes:

• Medical - multiple medical plans are available to choose from
• Short and long-term disability and life insurance
• Health savings and flexible spending accounts
• Generous time off policy starting with 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays
• 8 hours of paid volunteer time off
• 8 weeks of paid parental leave for both Moms and Dads
• Company matched 401(k)
• Tuition reimbursement
• Expanded mental health coverage and employee assistance programs
• Other voluntary benefits include critical illness, accident and hospital indemnity, pet insurance, identify theft, and legal assistance