Customer Support Engineering

Job Description

We are seeking a Customer Support Engineer to serve as the primary liaison between the customers manufacturing plant and internal operations. This individual will be responsible for investigating product quality concerns coordinating containment activities supporting customers and ensuring timely communication between all stakeholders. The role is based onsite at the customer facility and requires strong technical organizational and communication skills.

Key Responsibilities

• Act as the main communication link between the customer plant and internal manufacturing teams.
• Investigate product quality issues and perform first-level root cause analysis of non-conforming materials.
• Verify suspect parts and ensure accurate tracking within company systems. Coordinate containment activities within the first 24 hours of an incident and support additional containment efforts as needed.
• Expedite the return of non-conforming products to the manufacturing facility. Enter and maintain quality incident data in the Incident Reporting System (IRS).
• Provide technical support and guidance to customers and internal teams.
• Maintain and verify product testing equipment.
• Participate in customer response teams and special event activities.
• Prepare weekly activity and status reports.
• Monitor and support customer quality metrics including Parts Per Million (PPM) performance.
• Build strong customer relationships to support quality improvements and business growth opportunities.

Required Qualifications

• Bachelors degree in Engineering.
• 610 years of experience in manufacturing quality customer support engineering or a related field.
• Experience troubleshooting product quality and manufacturing issues.
• Strong customer-facing communication and relationship-management skills.
• Proficiency in Microsoft Excel Word and email applications.
• Ability to manage multiple priorities in a fast-paced manufacturing environment