Job Description
The Customer Quality Engineer is responsible for managing customer quality issues related to battery cells, modules, and packs, including complaint handling, root cause analysis, and process improvement, to ensure customer satisfaction and uphold brand reputation.
Key Responsibilities
- Receive, evaluate, and distribute customer quality complaints, and ensure timely closure of 8D problem-solving reports
- Organize cross-departmental failure analysis to identify root causes and implement permanent corrective actions
- Develop and supervise temporary containment measures for major quality issues
- Collect, lock, and trace failed physical objects and faulty parts at customer sites
- Conduct preliminary on-site analysis of faulty components and narrow down fault scope
- Classify, identify, and return faulty parts to the factory, ensuring proper handover to the FA laboratory
- Assist in validation testing, root cause analysis, and track experimental data for quality issues
- Establish and maintain a customer faulty parts database to analyze failure trends and prevent recurring issues
- Lead quality meetings, report quality data, and submit 8D reports to customers
- Coordinate with customers for audits and promote internal corrective actions
- Translate customer-specific quality requirements into internal standards
- Analyze customer returns, complaints, and defect trends to generate quality reports
- Track key quality KPIs such as PPM, FTT, and claim rates, and drive improvement initiatives
- Utilize quality tools like SPC, DOE, and FMEA for process improvement
- Provide on-site quality support, handle anomalies, and coordinate rework or replacements
- Maintain communication with customer engineering and quality teams to enhance satisfaction
Requirements
- Bachelor's degree in Engineering or Material Sciences
- At least 3 years of experience in customer quality management, with preferred experience in the automotive, power battery, or energy storage battery industry
- Proficiency in customer complaint handling, root cause analysis, and quality tools such as 8D, 5Why, FMEA, SPC, and DOE
- Skilled in on-site failure verification, visual and electrical inspection, and battery system fault diagnosis
- Strong analytical ability using tools like Minitab, Excel, and Power BI for tracking PPM, yield, and quality trends
- Experience in customer interface management, including audit coordination for VDA6.3 and IATF16949 standards, and translating CSR requirements into internal standards
- Familiarity with battery pack production processes, including module assembly, solder quality, and PACK disassembly analysis
- Excellent communication and presentation skills for cross-functional and customer collaboration, including handling complaints and pressure scenarios efficiently
- Strong logical analysis and cross-departmental coordination and promotion skills
- Good English reading and writing skills, with the ability to handle English emails and customer information independently; oral communication skills are preferred
- Ability to adapt to a certain frequency of domestic and international business trips
Benefits & Perks
U.S. base salary range of $90,000 - $120,000, plus eligibility for bonus and benefits
Work environment with opportunities for domestic and international business trips
Equal opportunity employment fostering diversity and inclusion
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