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Engineer, Customer Quality
Quality Assurance, Customer Service
Utica, NY, USA
USD 80k-105k / year
Posted on Nov 3, 2026
The Impact You'll Make
Leads customer quality support, complaints, containment, corrective actions, 8D responses, customer communication, issue prevention, and customer quality metrics for liquid-cooling components manufactured or distributed from Utica.
This role represents the customer impact inside the site and drives disciplined closure of quality issues affecting liquid-cooling performance, delivery confidence, traceability, packaging, labeling, cleanliness, leak/pressure integrity, and product conformance. Pay Range - $80 - 105,000. Based on experience.
What You’ll Be Doing
Essential Duties and Responsibilities
- Lead customer quality investigations, containment actions, risk assessments, corrective actions, and customer response preparation.
- Coordinate sorting, replacement/recovery actions, inventory checks, shipment holds, field risk assessments, and internal/external communication.
- Use structured problem-solving methods, including 8D, 5 Why, fishbone, fault tree, or A3, to identify root cause and prevent recurrence.
- Analyze customer complaint trends, defect data, field issues, returns, warranty information, and recurring quality risks.
- Support customer audits, visits, quality reviews, scorecards, performance reporting, and launch readiness reviews.
- Work with Operations and Engineering to verify containment effectiveness, process changes, work instruction updates, and training completion.
- Partner with Supply Chain and Distribution teams to address shipping errors, packaging damage, labeling issues, traceability gaps, or mixed material concerns.
- Prepare clear customer communication packages with timelines, data, interim actions, root cause, corrective actions, and effectiveness evidence.
- Maintain customer complaint records, corrective action status, response timing, evidence files, and lessons learned.
- Escalate urgent customer-impacting risks to site leadership with containment status and decision needs.
- Support preventive actions through trend analysis, layered audits, process audits, and feedback into PFMEA/control plan updates.
- Promote a customer-focused culture that treats each complaint as an opportunity to improve process reliability.
What We're Looking For
Qualifications
- Bachelor's degree in engineering, quality, manufacturing, or a related technical discipline required.
- Customer quality, quality engineering, manufacturing engineering, supplier quality, or process engineering experience preferred.
- Experience with 8D, corrective action, containment, customer communication, audits, and manufacturing quality systems preferred.
- Experience with fluid conveyance, thermal management, automotive, electronics, HVAC/R, industrial, or other high-reliability products preferred.
Technical Requirements
- Technical understanding of customer quality processes, complaint handling, containment, risk assessment, corrective actions, 8D responses, and issue prevention.
- Ability to analyze customer complaints, defect data, field issues, returns, warranty information, recurring trends, and quality system records.
- Experience coordinating containment, sorting, recovery actions, root cause analysis, permanent corrective actions, and customer communication packages.
- Working knowledge of structured problem solving, quality tools, process controls, inspection methods, customer audit/support expectations, and traceability.
- Ability to partner with Operations, Engineering, Supply Chain, Distribution, and site leadership to resolve customer-impacting quality issues with urgency.
What You'll Get from Us
- We promote from within and support your learning with mentoring, training, and access to global opportunities.
- You’ll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
- We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
- You’ll receive benefits like 13th salary, annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they’re worth asking about—we think they’re pretty great.
Ready to Make a Difference?
If this role excites you, we’d love to hear from you! Apply now to start the conversation and learn more about where your career can go with us.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.