Customer Product Quality Engineer

POSITION SUMMARY

• Drive customer satisfaction and product field quality improvements.  Interface with the customer to understand current issues, report performance metrics, and present 8D’s.  Organization cross functional teams to drive issue resolution utilizing discipline problem solving techniques.  Minimize customer operational risk when field issues, defects, recalls, or performance degradation events occur.

RESPONSIBILITIES

• Develop 8D and Customer reports on reported issues.  Communicate internally and externally on outcomes of investigations. Work with internal teams, including Engineering, Service, Manufacturing/Operations, Sales, Offering Management, and Supplier Quality to resolve quality issues impacting customers.
• Lead cross-functional teams to implement corrective actions through problem solving process. Evaluate completed corrective actions and ensure effectiveness of actions. Ensure root-cause analysis (RCA), corrective actions, and preventive actions (CAPA) are executed and tracked
• Recommend appropriate remedial activities.  Leverage automation and AI to mistake proof processes.  Ensure rapid containment, clear communication, and structured resolution that maintains customer confidence and operational continuity.
• Works with site team to incorporate management system and process changes to drive continuous improvement.
• Escalate decisively when timelines, quality, or customer commitments are at risk.
• Visit customers to proactively see installations and document improvement needs. Visit customers to understand the nature of the issue and get definite corrective action initiated in the organization.
• Present reports to organization regarding Quality performance.  Present status updates on various quality initiatives to business management.
• Create analytic reporting using Use Excel, SQL, and Power BI.  Identify top issues, trends, and correlation between factory performance and field issues.
• Support Warranty administration as needed.

• Capture lessons learned to improve future product launches and field readiness.

  
  

QUALIFICATIONS

Minimum Job Qualifications

• BA or BS in Engineering or Technical Field
• At least 8 years of professional engineering quality related experience.
• Direct and relative experience conducting Root Causes and Correct Actions using 8D problem solving or similar techniques.
• Excellent communication skills, both written and verbal
• Excellent organizational, analytical and interpersonal skills
• Ability to work and multi-task in a fast-paced environment
• Proficient in data analysis; ability to develop performance metrics and goals based on product and process data.
• Generate and present reports using Excel, PowerPoint and Vertiv system applications.
• Knowledge of Failure Modes and Effects Analysis (FMEA)

Preferred Job Qualifications

• Lean Six Sigma Green or Black Belt.  DMAIC experience.
• Experience with CNC machines, copper brazing, waterjet cutting, and leak testing.
• Process evaluation and capability analysis - Six Sigma (DAMIC) experience a plus
• Knowledge in electrical, mechanical and firmware design and development, reliability and test validation
• Experience in product development cycle processes including production release, supplier qualification requirements, production qualification / validation processes and production testing.

PHYSICAL & ENVIRONMENTAL DEMANDS

• Occasional kneeling, bending, stooping.

• Ability to work around elevated temperatures.

   

TIME TRAVEL REQUIRED

• 10-15%

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.  

OUR CORE PRINCIPALS:  Safety.  Integrity. Respect.  Teamwork.  Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development
• Promote Transparent & Open Communication

At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected.  With $6.9 billion in revenue, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people. 

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [email protected]. If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.