Quality Engineer

Day to Day Responsibilities
• Review and validate SalesForce feedback entries from customer service and commercial groups
• Classify the SalesForce entries based on risk then transcribe entries into site specific CAPA systems (SharePoint, EtQ, etc.)
• Routine follow ups with plant, engineering, and commercial groups to ensure the timely completion of open issues and verify completed actions addressing the customer's initial claim.
• Escalate critical issues to site and division leadership where needed
• Create KPIs and action plans related to customer satisfaction, and monitor compliance
• Lead training on customer feedback process and root cause analysis tools
• Support improvements to the feedback process with other division functions, ensuring ongoing alignment between SalesForce, SAP, and EtQ
• Responsible for division quality reporting, summarizing data from PowerBI, SalesForce, and ETQ tools to provide monthly updates and identify focus areas and required resources

Required Skills
• Strong persuasion and negotiation skills as well as demonstrated creativity, vision and mature judgment in anticipating and resolving complex issues
• Effective project management skills; experience in managing multiple projects simultaneously
• Ability to work in a dynamic environment while managing multiple priorities
• Ability to work independently and prioritize responsibilities
• Highly motivated with a steadfast sense of urgency and keen attention to detail
• Ability to drive tasks to closure and communicate effectively with different levels of organization
• Ability to present data analysis in verbal and written form that broad audiences can understand
• Proficiency in Microsoft Office and digital literacy
• Proficient in English. Good written and oral skills are important

Desired skills
• Knowledge of problem-solving tools and 8D methodology
• Familiar with SalesForce, SAP, PowerBi, EtQ, and Camstar
• Customer service experience