SUMMARY
The Key Account Customer Quality Engineer is the representative of the company for Quality Performance and the advocate for the customer within the company. The Key Account Customer Quality Engineer is responsible for ensuring the highest quality performance at the customer.
ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Exercise of judgment, discretion, and tact in all business matters and business relationships is required. Strong interpersonal skills and the ability to maintain clear and cooperative working relationships with co-workers and demonstrate regular attendance and punctuality are essential. The organization promotes collaborative problem solving in both formal and informal work teams. Participation in and contribution to teamwork within the organization is required. Additional requirements include knowledge of Microsoft Office, Outlook, and Windows as well as general background working with computers and office equipment (copiers, etc.) and accurately performing data entry. The work within the Service Center requires general mechanical and electrical aptitude. The person must also be able to follow repair instructions and testing techniques. Requirements also include the ability to work in a team-oriented environment, being a self-starter, motivated, creative, flexible, self-confident, deadline oriented and able to multi-task. Employees must follow all quality and safety procedures of the company, including those at customer sites if applicable, and must abide by the corporate Code of Conduct in all situations.
Supervisory Responsibilities
None.
Duties
Change Control – the Key Account Customer Quality Engineer manages the product change process between the customers and the factory experts within the Copy Exact framework. It includes:
- receiving the product change requests from the factories,
- discussing the change strategy with the Key Account Managers,
- preparing documentation,
- presenting the change to the customer including if needed participation to design reviews,
- completing administrative requirements until the introduction of the change at the customer.
- managing priorities between changes with input from factories, customers
The Key Account Customer Quality Engineer is responsible for Product Quality at the customer, which includes:
- Ensuring failed products are channeled timely to the service center or factory for failure analysis,
- Investigating out-of-the box product failures for under warranty units, or for customer reported field failures, making sure a Root Cause is determined and a suitable Corrective Action is proposed,
- communicating with Engineering, Quality, Support departments,
- coordinating the redaction of a Failure Analysis Report,
- ensuring that the Failure Analysis reports are issued within the customer’s time requirements.
The Key Account Customer Quality Engineer is responsible for Quality reporting with the customer (Scorecard) and with the factories:
- Analyzes the data pertaining to Customer Scorecards,
- Organizing internal preparation meetings,
- Organizing an internal monthly Customer Quality Meeting and presenting data for the period,
- ensuring that the factories have a suitable quality plan to achieve the highest quality performance with the Key Account.
The Key Account Customer Quality Engineer makes sure that the company knows and understands all customer’s procedures, specifications, compliance requirements:
- Knows all relevant procedures, specifications, compliance requests,
- Informs all factories, provides training, if necessary,
- Focuses particularly on Copy Exact requirements,
Also:
- Travels to and visit factories with Customer Quality Engineers
- Maintains a positive customer relationship and focus while responding to customer needs.
- Attends all trainings and meetings as required.
- Performs other duties as assigned.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Tasks require walking, sitting, bending, reaching, mobility, and frequent lifting. Work requires computer skills (word processing, spreadsheet, presentations and data-entry), attention to detail and accuracy. Communication skills including listening and speaking are required for interaction with other employees, vendors, and customers. Strong interpersonal skills, the ability to balance multiple tasks and any stress associated with the duties and responsibilities of this position are essential requirements in the performance of this job.
POSITION REQUIREMENTS
Company Values
Pfeiffer Vacuum believes that we are all suppliers and customers of someone in our organization. Our employees must be able to demonstrate this customer-centric belief - which means that you are value-adding, reliable, performance-driven, innovative, service-minded and agile – in all of their business activities. We expect that our company values of open mindedness, trust, communication, thinking strategically/being creative, being courageous, accountable and humble, ethical sensitivity/compliance, resilience/facing diversity and fostering a culture of empowerment, engagement and collaboration will drive the actions of our employees.
Education and/or Experience
Requires B.S./B.A. degree in Engineering or Science. Familiarity with technical investigation/failure reporting tools such as 8D, 5 whys, Ishikawa/fishbone analysis is a plus. Technical training will be provided, and the employee will have access to local and remote resources.
Language Skills
Essential functions require the ability to read, write and speak English. Some functions require the ability to redact clear and effective presentations.
Mathematical Skills
Mathematical skills consistent with an engineering degree
Reasoning Ability
Expected to be analytical, thorough, factual and data driven
Certificates, Licenses, Registrations
None required
TOOLS AND/OR EQUIPMENT
Must be able to manipulate small and large tools to make both fine and major adjustments to intricate test apparatus and equipment. Must be able to lift tools and equipment weighing up to sixty pounds. Must be able to travel by air and drive to customer sites. Secondary duties with additional requirements may be added from time to time.
WORK ENVIRONMENT
This position may work in various environments including office, factory, service center, or customer sites.
Pfeiffer Vacuum is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, please contact Jill Guilmain at 603-578-6519.
