Senior Customer Quality Engineer

The Customer Quality Engineer is accountable for and acts as the primary interface for one to two customers to ensure a high level of satisfaction with AE products from a quality and reliability perspective. This position requires an intimate understanding of the customer. The Customer Quality Engineer is actively involved in customer quality issues and responsible for successful relationships across all quality-related functions at various levels. The role interfaces across AE cross-functional groups for resolution of customer issues and concerns and has the authority to make recommendations on matters of significant impact related to customer and AE satisfaction.

• ◆In conjunction with AE's account management team, develops strategic relationships with the customer across functions: supplier quality engineering, operations, design engineering, product management and corporate quality.
• ◆Works across AE functional groups (engineering, manufacturing, service) to coordinate strategies for meeting customers’

in all quality areas.

• ✓Defines problems and investigates thoroughly. Is actively involved in customer quality issues from problem definition through resolution.
• ✓Determines the source of problems and drives corrective action.
• ✓Develops action plans and follows through to ensure issues are addressed in a timely manner to customer satisfaction.
• ✓Escalates issues internally as necessary and negotiates across functions to ensure appropriate resources. Assists in the AE internal escalation process. Communicates the status of issues with management.
• ✓Works through the RMA process with the customer.
• ✓Participates in and provides detailed customer quality information for weekly customer meetings.
• ✓Communicates regularly with the customer to ensure confidence that AE is monitoring the situation closely.
• ✓Develops knowledge related to customer quality and copy exact processes.
• ✓Develops detailed and accurate data and delivers quality reviews with both the customer and AE management.
• ✓Prepares Failure Analysis Investigation corrections and burndowns.
• ✓Participates in customer audits of AE processes and ensures results are communicated to AE management. Actively addresses any issues.
• ✓Prepares monthly Voice of Customer Scorecards. Leads internal review of AE’s response.
• ✓Identifies emerging quality issues, risks to customer satisfaction, and determines investigative actions.
• ✓Develops and maintains weekly and/or monthly detailed reports of customer issues and recommended plans to address issues.
• ✓Provides support to other Quality functions as needed.

• ✓Demonstrated ability to work with cross-functional teams to reach resolutions for customers and AE.
• ✓Ability to manage multiple projects simultaneously.
• ✓Excellent verbal and written communication skills.
• ✓Excellent interpersonal skills to build relationships with individuals in various roles and locations.
• ✓Ability to influence and negotiate in complex situations.
• ✓Ability to identify, define, and resolve problems independently.
• ✓Must display initiative and follow-up skills to see issues through successful completion.
• ✓Critical thinking and strong analytical skills are required.
• ✓Ability to gather and interpret data using AE systems.
• ✓Ability to report detailed information to management.

• ✓5+ years of experience in a program management role demonstrating successful direct customer interactions.
• ✓Demonstrated success influencing and negotiating difficult and complex customer issues to resolution.