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Customer Quality Engineer

11 hours ago

Fort Mill, South Carolina, United States Silfab Solar Full time
Company Description

Making a difference in the world by reducing carbon emissions and improving access to clean energy with every module we make. 

  Our purpose is to make a difference in the world by reducing carbon emissions and improving access to clean energy with every module we make.

At Silfab Solar, the energy of our people is the power behind our success. Our employees actively shape the solar innovations of tomorrow, while adhering to the highest ethical operating standards and promoting a respectful and safe workplace for our diverse workforce.

Our state-of-the art facilities in the US and Canada engineer and design the latest generation of solar products and utilize advanced manufacturing technology to produce high-efficiency PV cells and modules intended to outperform the market. As a profitable and rapidly expanding company in one of the fastest-growing sectors in the renewable energy industry, Silfab provides you with an incredible opportunity to build your career and contribute to a sustainable future. We are committed to investing in our employees, providing a dynamic and supportive environment for learning and professional growth.  We offer competitive pay, generous benefits, and opportunities for advancement, but more importantly, we offer you the ability to make a real difference in the world.

Together we can create a brighter, cleaner future for generations to come.

Job Description

Summary of Position

The Customer Quality Engineer is responsible for leading customer-focused quality assurance efforts, ensuring a high level of customer satisfaction through timely and effective root cause analysis, corrective actions, and continuous improvement initiatives. This role is responsible for all aspects of customer audits and bridges production, engineering, and sales by serving as the frontline contact for customer quality concerns. The Customer Quality Engineer will also oversee the implementation of standard Return Material Authorization (RMA) and Root Cause Corrective Action (RCCA) processes at the site level and ensure consistency across functions.

Essential Duties and Responsibilities

  • Serve as the main site-level liaison for customer quality issues, including RMA investigations, root cause analysis, and communication with Sales and Engineering teams.
  • Analyze warranty claims, audit findings and quality performance metrics to identify trends.
  • Supervise and guide a team of quality technicians or engineers focused on finished product, out-of-the-box audits, customer requirements, and outgoing quality.
  • Share regular reports of customer quality performance, scorecards, KPIs, inspection results, and process monitoring with the site team.
  • Implement and maintain customer quality processes aligned with corporate standards (e.g., RMA, RCCA, Apollo, A3, PDCA).
  • Monitor and drive improvements in customer complaint resolution time, RMA cycle time, and customer satisfaction.
  • Lead internal cross-functional teams to resolve customer-reported issues, identify systemic root causes, and implement sustainable corrective actions.
  • Initiate the revision process and engineer solutions using tools such as DFMEA, PFMEA, control plan, etc. to improve quality assurance
  • Maintain and improve systems for outgoing inspection, product traceability, and data analysis (SPC, Pareto, etc.).
  • Champion lessons learned from customer feedback across departments to drive product and process improvements.
  • Prepare and present customer-facing quality reports and metrics.
  • Support and guide the implementation of Quality Management Systems (QMS) related to outgoing product and customer requirements.
  • Foster a culture of quality, customer focus, and continuous improvement through coaching, process audits, and team engagement.
  • Collaborate with Product Engineering, Manufacturing, and IT to streamline quality dashboards and VOC tracking tools.
  • Willingness and ability to travel based on customer need; up to but not limited to 30%.
Qualifications

Skills

  • Demonstrated ability to lead cross-functional initiatives with a balance of technical expertise and leadership capability.
  • Ability to interpret and understand regulatory requirements and customer requirements.
  • Excellent communication skills, with the ability to present technical information clearly to both internal and external stakeholders.
  • Strong root cause analysis and problem-solving abilities (8D, 5-Why, Fishbone).
  • Proven ability to lead quality investigations and communicate technical findings clearly to customers and internal stakeholders.
  • Proficient in statistical process control and analysis (SPC, Minitab, Excel).
  • Strong understanding of statistical analysis and hypothesis testing.
  • Proficient in PowerPoint.
  • Effective time management and multitasking in a fast-paced environment.
  • Excellent communication, conflict resolution, and leadership skills.
  • Working knowledge of QMS (ISO 9001 or equivalent), FMEA, and CAPA.
  • Ability to collaborate across functions (Engineering, Sales, Operations, IT).

Traits

  • Analytical thinking.
  • Detail-oriented and organized with a sense of urgency.
  • High sense of follow-through and highly action-oriented.
  • Customer-centric mindset with a passion for product excellence.
  • A team player who builds trust and seeks continuous improvement.
  • Strong work ethic and ownership mentality.
  • Strong communication skills at all levels.

Education and/or Experience

  • Bachelor's Degree in Engineering, Quality, or a related field, or equivalent experience.
  • 2+ years in Quality Assurance, CX, CEX, Customer Quality or Customer Experience roles in a heavy-automation fast-paced manufacturing environment.
  • 1+ years in a supervisory or leadership position.
  • Experience with inline inspection systems and methodologies.
  • Strong public relations and customer-facing experience, particularly in managing quality concerns and building client trust.
  • Quality Engineer Certification. 
  • Green Belt (or higher) Certification. 
  • Certified Lead Auditor experience required. 
  • Experience in solar/PV manufacturing preferred.
Additional Information

Compensation and Benefits

  • Paid Time Off (vacation, sick, and holiday) 
  • 401(k) Retirement Plan
  • Medical/Dental/Vision Insurance Plans
  • Health Savings Account option
  • Supplemental/Voluntary Insurance Plans
  • Employee Assistance Program
  • Tuition Reimbursement Program 
  • Employee Recognition Programs
  • Employee PV Panel Purchase Program