Lead Customer Quality Engineer

Key Responsibilities:

• Manage all customer complaints through CIM or equivalent systems, ensuring timely communication, containment actions, and complete documentation.
• Lead root cause analysis and corrective actions using structured problem-solving tools (8D, RCA, FMEA)
• Provide regular updates to customers, ensuring clarity, transparency, and alignment with expectations.
• Act as the primary quality contact for customers, delivering professional, diplomatic, and fact-based communication.
• Coordinate cross-functional involvement (Production, Engineering, Maintenance, Supply Chain, Service, and R&D) to ensure the rapid resolution of customer concerns.
• Monitor customer-specific KPIs (PPM, DPU, RCCA closure rate, complaint rate, warranty performance, etc.) and coordinate improvement actions.
• Analyze product performance trends, warranty data, repair volumes, and field issues to identify risks and improvement opportunities.
• Manage end-to-end warranty processes, including service requests, complaint handling, and case closure.
• Coordinate field service activities and on-site interventions with internal teams and external partners.
• Track and close warranty cases accurately and within defined timelines.
• Coordinate product return investigations (0-km and warranty returns) and lead field return analysis.
• Prepare and present customer quality reports, field performance reviews, and improvement plans.
• Participate in customer meetings, audits, and quality reviews to represent Eaton's quality performance.
• Support the implementation of and adherence to EQMS quality frameworks.
• Maintain product and process traceability in accordance with automotive and customer requirements.
• Drive preventive actions to avoid issue recurrence and contribute to long-term quality stability.
• Maintain a strong understanding of automotive industry expectations regarding responsiveness, documentation accuracy, and escalation protocols.
• Support error-proofing, process control, and data discipline to reinforce a zero-defect culture.

Qualifications & Experience:

• Bachelor's degree in Electrical Engineering, Electrical & Electronics Engineering, Mechanical Engineering, or a related engineering discipline (Master's degree is a plus).
• Minimum of 5 years of experience in quality engineering, customer quality, warranty management, field quality, or related functions.
• Experience in electrical equipment, power distribution, switchgear, transformer, or energy-related industries is preferred.
• Hands-on experience managing customer complaints, warranty processes, and field issues within a manufacturing environment.
• Strong technical understanding of medium-voltage (MV) switchgear, electrical panels, protection components, and power distribution systems.
• Solid knowledge of structured problem-solving methodologies, including 8D, RCA, 5 Why, Ishikawa, and FMEA.
• Hands-on experience in testing, validation, failure investigation, and field return analysis.
• Experience with warranty processes, including root cause identification, repair analysis, and Cost of Non-Conformance (CONC) monitoring.
• Knowledge of quality tools and systems such as FMEA, Control Plans, SPC, and MSA.
• Familiarity with ISO 9001 and IEC 62271-200 standards; audit experience is a plus.
• Understanding of traceability systems, error-proofing (Poka-Yoke), and process control to support zero-defect objectives.
• Experience with CIM (Customer Interaction Management) or similar complaint management systems is an advantage.
• Knowledge of SAP, Salesforce, or similar platforms is preferred.
• Ability to interpret technical drawings, specifications, tolerance analyses, and measurement data.
• Strong ability to analyze technical data, warranty data, and field performance trends.
• Fluency in English (written and spoken) is required.

Skills & Competencies:

• Strong customer focus with the ability to communicate professionally, clearly, and diplomatically.
• High level of ownership, accountability, and a proactive mindset, with a focus on problem prevention.
• Strong analytical thinking and fact-based decision-making skills.
• Excellent cross-functional collaboration skills, with the ability to work effectively across Production, Engineering, Service, and Supply Chain teams.
• Strong coordination and influencing skills without direct authority.
• Ability to manage multiple priorities in a fast-paced environment.
• Effective conflict management skills and the ability to professionally de-escalate customer concerns.
• Strong communication and presentation skills, with clarity in both written and verbal interactions.
• Detail-oriented mindset with a high degree of accuracy in documentation and reporting.
• Customer-focused approach with a strong sense of responsiveness and solution orientation.
• Ability to balance customer expectations with internal capabilities and business constraints.