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Customer Quality Engineer

3 months ago

Boston, Massachusetts, United States AutoStore Full time

The Customer Quality Engineer is responsible for coordinating the timely investigation and resolution of AutoStore product and service non-conformances, which happen at a customer's location. Working as part of an AutoStore non-conformance investigation team, the Customer Quality Engineer will ensure that both the immediate and root causes of the non-conformance are understood, and that the corrective actions are effective in preventing a reoccurrence.

The Customer Quality Engineer will travel to customer locations to perform on-site data gathering as part of the AutoStore non-conformance investigation process. The Customer Quality Engineer will work across all departments of AutoStore to ensure that each non-conformance investigation team is correctly staffed. And ensure corrective actions are implemented on time, with minimal disruption to our partners and customers.

Key Responsibilities

Technical and business

  • Responsible for managing the end-to-end non-conformance investigation and resolution process for product and service failures at customer locations.
  • Responsible for improving our non-conformance investigation processes.
  • Effective in using quality tools and techniques to identify the immediate cause and root cause of each product and service non-conformance.
  • Identifying the root cause of operational technical/process issues and recommend fixes.
  • Data analysis to identify failure trends and opportunities for improvement in our Quality Management System (QMS).
  • Comprehensive and practical understanding of how to apply the elements of ISO 9001:2015.
  • Comprehensive and practical understanding of how to apply the elements of the Toyota Production System (TPS).
  • Participation in establishing clear goals and objectives to drive quality improvements in AutoStore's delivered products and services.
  • Preparing quality performance KPI reports. And leading monthly quality steering committee meetings.
  • Drive continuous improvement initiatives by analysing partner and end-customer feedback and implementing changes to enhance customer satisfaction.

Culture and collaboration

  • Great attention to detail and problem-solving abilities.
  • Recognised as a quality subject matter expert and effective team player.
  • Work with internal teams to increase customer satisfaction by improving the quality of the products and services.
  • Regular travel to customer locations to lead and coordinate non-conformance investigations.
  • Establish channels for gathering feedback from partners and customers to improve product and service quality.
  • Monitor customer metrics and provide regular reports and insights to management and other stakeholders.

Leadership and change

  • Work closely with departments such as Service & Support, R&D, Quality, Production, Sales and Marketing to ensure the quick and effective elimination of product and service non-conformances.
  • Advocate for customer-centric approaches when solving non-conformance issues at customer locations.
  • Be the "voice of the customer" when collaborating to establish strategic direction for AutoStore Operations

Qualifications

  • Education
    • Engineering, Science or Computing degree or equivalent qualification
    • Evidence of Quality Management System training and certification
  • Experience required hard skills and soft skills
    • Proven track record of project/program management
    • Analytical approach to identifying and solving both business and technical problems
    • Experience in applying the tools of the Toyota Production System
    • Working understanding of 5Why and 8D root cause analysis techniques
    • Proven ability to work effectively in cross-functional teams
    • Customer-facing work experience
    • Leading/participating in quality management system audits
    • Excellent understanding of risk management classification techniques
  • Role-specific skills
    • Capable of managing multiple non-conformance investigations, action tasks, and deliverables
    • Capable of developing and implementing effective process maps, guidelines, and work instructions
    • Development and implementation of KPIs and progress reports
    • Leading and participating in customer-facing meetings
  • Communication skills
    • Excellent oral and written communication skills
    • Able to effectively represent AutoStore's interests in external meetings
    • Planning and running regular update meetings with stakeholders and management
  • System/IT skills
    • Able to effectively use AutoStore's business management systems, including EG Landax Management System application

Other

  • Role is office based, but requires significant travel to customer locations across the US

Practical Experience

  • Minimum 4yrs full-time work experience as a Customer Quality Engineer, Field Quality Engineer, or Product Design Engineer
  • Project management experience desirable
  • Automotive/Aerospace/Robotics industry experience desirable
  • Hands-on experience applying the Toyota Production System, Lean SixSigma, Systematic Cause Analysis Technique (SCAT), Incident Cause and Analysis Method (ICAM), or equivalent

AutoStore Offers

  • Competitive Compensation
  • Unlimited PTO
  • Generous 6% 401K Match
  • Full Medical Benefits

Recruiting Agencies:

AutoStore does not accept agency resumes. Please do not forward resumes to our jobs alias or AutoStore employees. Please refrain from contacting AutoStore employees regarding candidates or services. AutoStore is not responsible for any fees related to unsolicited resumes.