Senior Quality Engineer

Why join us? 

Our purpose is to design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

Job Description

Job title - Senior Quality Engineer

Department - Herman Miller Japan Operations

Reports to Head of Customer Care & Projects

Location - Tokyo, Japan

JOB SUMMARY

Herman Miller Japan is looking for an experienced Senior Quality Engineer to support the Contract and Retail business and ensure all orders shipped met the quality expectations of the customers. This role reports directly to the Head of Customer Care & Projects. The ideal candidate will need to have a strong knowledge of product quality, technically trained in the operation process, inspection criteria as well as customer satisfaction experience. This role needs to deal with different levels of customers, Contract dealers, Retailers, end client, and internal customers.  

Why Join Us?

Our purpose is to design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of Herman Miller Group means being a part of something larger than your work team, or even your brand. We create places where people love to be, places that reflect who they are, places that truly matter to people. And our success allows Herman Miller Group to support causes that align with our values, so we can help create a more equitable and sustainable future for all.

Specific responsibilities

• The main responsibilities of the Senior Quality Engineer are to ensure all products shipped to the customers met all the quality criteria of the MillerKnoll group quality specification.
• Responsible region: Japan and South Korea.
• Customer Communication and Liaison: Act as the main contact point for customers on quality matters, responding to inquiries, and resolving issues in a timely manner.
• Quality Issue investigation and resolution: Investigate customer complaints, identify the root cause, and implement corrective and preventive actions.
• Based on the MillerKnoll quality standards, he / she will need to understand the claim contents and determine if the claims are genuine or not, hence accepting the claim received from the customers.
• Work with the suppliers, including HermanMiller factories, on all reported quality issues received in Japan and Korea, on replacements and corrective actions.
• Manage the (HMM) supplier, who provide repair and maintenance team on all repair works needed, mainly for the Retail business, to ensure the repair turnaround time is short and rework / repair cost is reasonable.
• Support the Sales team (both Contract and Retail team) on all quality aspect of the business.
• Process Improvement: Identify areas for process improvement to enhance quality, reduce defects and improve customer satisfaction.
• Customer Satisfaction: Monitor customer feedback, conduct satisfaction surveys and work toward improving the customer experiences.
• Quality Audits and Reports: Conduct quality audits, both internal and external, to ensure compliance with MillerKnoll standards and customer requirements, and prepare reports on audit findings.
• Data Analysis and Reporting: Analysing data related to quality issues, trends and performance, and preparing reports to track progress and identify areas for improvement.
• Share regular reports on updates on projects installed for Contract business, if any quality issues were detected, and explain possible root cause and improvement plants needed from the suppliers / supplying factory.
• Collaboration and Communication: Work effectively with cross-functional teams, including Sales, Manufacturing, Engineering, to address quality concerns and ensure alignment.
• Able to answer to all technical questions such as load bearing capacity, product lifespan, endurance, maintenance method, warranty period, part materials, and etc through communication with R&D and Product teams.
• Training and Support: Provide training and support to internal teams on quality procedures, tools and collaborating with external stake holders to ensure quality alignment.
• Work with team members and Japan warehouse team on discontinued products / aging products / defective products in the warehouse, on disposal and repairs.
• Help and support India team (IBU) on claim issues and ensure all claims received are handled timely and reply to the customers on time.

Company requirements

Health & Safety; ensure that safe working practices are followed. Attend safety briefings, as requested. Take responsibility for your own, employees, contractors, and visitor safety in accordance with The Health & Safety at Work Act 1974, and The Management of Health and Safety at Work Regulation 1999

Compliance; ensure compliance with business systems, processes, certification schemes, regulations, and legislation relevant to the scope of your role. Support internal quality controls and audits to demonstrate compliance.  Support centrally driven sustainability initiatives.

Job holder requirements

• A bachelor’s degree in engineering or related field.
• A minimum of 5 years’ experience in quality assurances, problem-solving, and communication with customers.
• Have a strong understanding of quality tools and methodologies including ISO standards, etc.
• Experience working with customers with the great sense of customer satisfaction and ability to handle difficult customers with after-sales service.
• Experience in the furniture industry will be an advantage.
• A ‘People’ person, with the passion of providing best customer service to all levels of customers.
• Ability to challenge the status quo to drive service level improvement
• Commercially focused, customer service driven, and results orientated.
• Extremely well organised, ability to priority work accordingly.
• Ambitious, energetic, independent, and highly driven
• Comfortable working in an international environment with high level of cultural awareness and understanding
• Team player but also able to work under own initiative
• Comfortable working in a high-pressure environment
• The ability to innovate and exceed internal and external client satisfaction targets
• High level of energy and self-initiative to see tasks through to completion
• Strong in using Microsoft Windows standard applications
• Proficient in Japanese and English (writing and vocal).

Company values

Design for the good of humankind

We are difference-makers We are all extraordinary We are better together

Who We Hire?

Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.

MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at  [email protected].