JOB DESCRIPTION
Position Summary
Customer Quality Engineer II is responsible for supporting customer-facing quality activities that drive product reliability, issue resolution, and continuous improvement across the customer lifecycle. This role serves as a key liaison between customers and internal functions to ensure timely response to quality concerns, effective root cause analysis, corrective action implementation, and sustained customer satisfaction. The position works closely with Engineering, Manufacturing, Field Service, Supply Chain, and other cross-functional teams to improve product and process quality, support escalations, and strengthen quality systems. This role is aligned to customer advocacy, issue resolution, KPI management, QMS, and cross-functional quality improvement expectations
Key Responsibilities
Customer Quality Support
- Serve as a point of contact for customer quality issues and support timely, professional communication with internal teams and customers.
- Help represent the voice of the customer by identifying recurring issues, field trends, and opportunities to improve product and service quality.
- Support customer audits, business reviews, and quality-related meetings as needed.
Issue Resolution & Escalation Management
- Lead or support investigation of customer-reported product quality issues, including containment, problem definition, root cause analysis, and corrective/preventive action implementation.
- Drive structured problem solving using methodologies such as 8D, RCA, FMEA, SPC, and other quality tools.
- Partner with Engineering, Manufacturing, Supply Chain, and Field Service to ensure effective closure of corrective actions and prevention of recurrence.
- Track customer complaints, escalations, and action plans to closure with urgency and transparency.
Cross-Functional Quality Improvement
- Collaborate with Engineering, Manufacturing, Supply Chain, and Service teams to improve product quality, reliability, and field performance.
- Support new product introduction (NPI), design reviews, process changes, and change control activities by providing quality input and risk assessment.
- Participate in initiatives focused on design for reliability, manufacturability, and customer satisfaction improvement.
Metrics & Reporting
- Track and analyze quality KPIs (defects, response time, field failures, CAPA effectiveness)
- Develop dashboards and reports for internal reviews and customer communication
Continuous Improvement
- Identify systemic issues and drive continuous improvement projects using Lean, Six Sigma, and other structured improvement methods.
- Recommend process, documentation, and product improvements based on customer feedback, failure analysis, and data trends.
Quality Management Systems, ISO Auditing & Compliance
- Support and maintain the Quality Management System (QMS) in alignment with ISO 9001 requirements, including document control, records, procedures, and process compliance.
- Coordinate internal ISO audits, support external registrar/customer audits, and ensure audit readiness, evidence review, and timely response to findings.
- Manage audit findings and nonconformances through root cause analysis, CAPA closure, and verification of effectiveness.
- Track audit schedules, action closure, trends, risks, and improvement opportunities for Quality leadership review.
- Partner cross-functionally to strengthen audit readiness, process discipline, standard work, and overall QMS maturity.
Qualifications
Required:
- Bachelor’s degree in Engineering, Materials Science, Mechanical Engineering, Electrical Engineering, Industrial Engineering, or a related technical field.
- 3–6+ years of experience in quality engineering, manufacturing quality, supplier quality, customer quality, or a related technical role in semiconductor capital equipment, electronics, or high-tech manufacturing environments.
- Working knowledge of quality tools and methodologies such as 8D, RCA, FMEA, SPC, CAPA, and problem-solving techniques.
- Experience working cross-functionally with Engineering, Manufacturing, Supply Chain, and/or Field Service teams
- Strong analytical, organizational, and communication skills.
- Ability to manage multiple priorities and drive closure on customer quality concerns in a fast-paced environment.
- Familiarity with ISO 9001 or similar quality management systems.
- Travel domestically and internationally as needed (20%)
Preferred:
- Experience in semiconductor manufacturing or semiconductor capital equipment.
- Familiarity with customer complaint handling, field failure analysis, and customer-facing quality processes.
- Experience with Lean, Six Sigma, APQP, or structured continuous improvement methods.
- Knowledge of reliability, contamination control, cleanroom practices, or regulated manufacturing environments.
- ASQ CQE, Six Sigma certification, or related quality certification.
EQUAL OPPORTUNITY STATEMENT
It is the policy of Axcelis to provide equal opportunity in all areas of employment for all persons free from discrimination based on race, sex, religion, age, color, national origin, disability status, medical condition (including pregnancy), veteran status, sexual orientation, marital status, or any other characteristic protected by federal, state or local law. Axcelis will provide reasonable accommodation necessary to enable a disabled candidate or employee to perform the essential functions of the position, unless the accommodation would create an undue hardship for the Company.
U.S. BASE SALARY RANGE
$78,808.52 - $118,212.78This base salary range reflects the typical compensation for this role across U.S. locations.
Our salary ranges are determined by role and level; individual pay is determined based on
multiple factors, including job-related skills, experience, relevant education or training, work
location, and internal equity. The range provides the opportunity for growth and progression as
you develop within the role.
Base pay is one part of our U.S. total compensation package which includes eligibility in the
Axcelis Team Incentive bonus plan, and comprehensive benefits package (for regular
employees working 20+ hours a week).
Skills Required
- Bachelor's degree in Engineering, Materials Science, Mechanical, Electrical, Industrial, or related technical field.
- 3-6+ years experience in quality engineering, manufacturing quality, supplier quality, customer quality, or related technical role (semiconductor capital equipment, electronics, or high-tech manufacturing preferred).
- Working knowledge of quality tools and methodologies such as 8D, RCA, FMEA, SPC, CAPA, and structured problem-solving techniques.
- Experience working cross-functionally with Engineering, Manufacturing, Supply Chain, and/or Field Service teams.
- Strong analytical, organizational, and communication skills.
- Ability to manage multiple priorities and drive closure on customer quality concerns in a fast-paced environment.
- Familiarity with ISO 9001 or similar Quality Management Systems (QMS).
- Travel domestically and internationally as needed (approximately 20%).
- Experience in semiconductor manufacturing or semiconductor capital equipment.
- Familiarity with customer complaint handling, field failure analysis, and customer-facing quality processes.
- Experience with Lean, Six Sigma, APQP, or structured continuous improvement methods.
- Knowledge of reliability, contamination control, cleanroom practices, or regulated manufacturing environments.
- ASQ CQE, Six Sigma certification, or related quality certification.
Axcelis Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Axcelis Technologies and has not been reviewed or approved by Axcelis Technologies.
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Healthcare Strength — Healthcare is considered robust, with medical (PPO), dental, and company‑paid life and disability coverage included. Coverage quality is characterized as strong across core offerings.
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Retirement Support — Retirement programs include a 401(k) with employer match in the U.S. and compliant retirement plans internationally. These offerings support long‑term savings across regions.
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Equity Value & Accessibility — Equity participation is accessible via an Employee Stock Purchase Plan available to employees in multiple countries. This ownership avenue is positioned as a notable component of total rewards.
Axcelis Technologies Insights
What We Do
Axcelis Technologies, Inc. is a world-leading provider of equipment and services to the semiconductor manufacturing industry. For over forty five years, chipmakers from around the globe have relied on Axcelis' tools and process expertise to form the transistors that power all electronics - from smartphones and laptops, cameras, personal music players and more. Our equipment portfolio comprises a powerful suite of manufacturing technologies for ion implantation, one of the most critical steps in the IC manufacturing process. In addition, we provide extensive aftermarket service and support, including spare parts, equipment upgrades, maintenance services, and customer training. Our customers include all of the 20 largest semiconductor manufacturers in the world. More than 3000 of our products are in use worldwide. At our Advanced Technology Center in Beverly, Mass., we collaborate with customers and other industry experts to develop next-generation applications and process capabilities. We support our customers with a worldwide network of 38 field offices in 10 countries. In all that we do, our strategy is singular: align every Axcelis innovation and success with our customers' goals. We strive to understand the entirety of their challenges and stand ready to deliver the technology, service and support they need to succeed.
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