Customer Quality Engineer 

Mission

Drive customer satisfaction and continuous improvement by leading robust problem-solving processes, ensuring effective resolution of quality issues, and fostering a culture of quality excellence.

Responsibilities

As a Root Cause Analysis Engineer (Customer Quality Engineer), you will play a critical role in our customer quality team, taking ownership of the analysis and resolution of complex problem solving cases. You will be responsible for leading the investigation of customer complaints from initial containment to root cause identification, primarily focusing on 8D problem-solving methodology (steps D1 to D4). This is a hands-on role that requires both technical expertise and strong communication skills with customers and internal stakeholders. 

• Root Cause Analysis

• Lead 8D Investigations: Take full ownership of 8D reports, focusing on steps D1 (Team Formation), D2 (Problem Description), D3 (Containment Actions), and D4 (Root Cause Analysis).  
• Hands-on Failure Analysis: Execute technical investigations on returned products (disassembly, testing, inspections, comparisons) and document all steps and results.  
• Work closely with internal teams (engineering, production, quality, etc.) to drive investigations and implement corrective actions. 
• Apply structured root cause analysis tools such as Ishikawa (fishbone) diagrams, 5 Whys, Pareto analysis, and Fault Tree Analysis to systematically identify and validate failure causes. 
• On-site Investigations: Travel to customer locations as needed to perform on-site analysis, gather data, and understand special site conditions that may contribute to failures. 
• Customer Engagement: Act as the technical interface to keep customers and internal stakeholders informed during failure investigations, ensuring clear and professional communication.  

• Claim Monitoring: Monitor claim data to detect patterns, recurrent issues, and emerging problems, and escalate them through appropriate channels.  

• Out-of-the-Box Thinking: Approach problems with a curious and analytical mindset, exploring unconventional solutions and identifying hidden causes. 
• Documentation: Prepare clear, comprehensive reports and presentations of findings for both internal and external stakeholders.  

Contacts (Internal / external) 

Internal:

• All departments  

• Regional ADBSG sites 

External:

• Customers 

• Suppliers 

Skills/Qualification

Business Skills: 

• Bachelor’s degree in Electrical Engineering, Mechanical Engineering, Physics, or a related technical field. 

• Hands-on experience in failure analysis, root cause investigation, or quality engineering in a manufacturing or technical environment. 

• Solid understanding of electrical components and their failure modes. 

• Experience using measurement tools, microscopes, and laboratory equipment. 

• Proven ability to lead structured problem-solving activities (8D, Ishikawa, 5 Whys, etc.). 

• Strong communication and interpersonal skills, with the ability to interact directly with customers and cross-functional teams. 

• Willingness to travel to customer sites as required. 

• Self-motivated, detail-oriented, and comfortable working in both office and workshop/lab environments. 

Languages: 

• Multi-language, international & intercultural experience. 

• Fluent in English; additional languages are a plus. 

IT-Skills:

• Confluence & Jira 

• MS Word, Excel PowerPoint 

• Skype or Teams 

Competences 

• Leadership & Team Management - Ability to lead, coach, and develop teams, fostering a culture of ownership and accountability in quality processes. 

• Problem Solving & Continuous Improvement - Strong analytical skills and expertise in structured methodologies (e.g., 8D), with a drive to identify root causes and implement effective, sustainable improvements. 

• Communication & Facilitation - Excellent skills in communicating clearly, facilitating meetings, training stakeholders, and presenting complex information in an accessible way. 

• Customer Focus & Collaboration - Commitment to understanding and resolving customer issues, working cross-functionally, and influencing others to achieve quality objectives. 

What's on offer:

• A dynamic and challenging environment that encourages growth and learning.
• Opportunities to shape the future of our industry and make a significant impact on our company's business
• A collaborative culture that values innovation, integrity, and inclusivity.
• Competitive compensation packages, including health benefits etc.

If you want to join a global business and enjoy being a team player who's driven and passionate, then this is your opportunity to come on board by applying! 

What to learn more about working at ADB SAFEGATE then check out our Career's website https://adbsafegate.com/about/career/