Role Summary:
We are seeking a highly motivated Customer Experience (CX) Quality Engineer to serve as the primary point of contact for customers and ensure a seamless complaint management process. This role is responsible for initiating timely responses, streamlining issue resolution, and driving accountability across all CX milestones. The CX Quality Engineer will work closely with customers, sales teams, and internal departments to ensure concerns are addressed promptly and effectively, while maintaining clear communication and achieving customer satisfaction.
Responsibilities:
Coordinate the CX program to ensure all customer complaints are promptly acknowledged and addressed.
Take ownership of the complaint process, both internally and externally, to ensure timely resolution.
Record and validate all issues in Quality Quest and acknowledge them immediately upon receipt.
Contact customers within one business day to introduce yourself, gather additional details, and set clear expectations for resolution.
Develop and manage a resolution plan in collaboration with product specialists, engineering, and/or the originating factory.
Maintain consistent communication with customers and sales teams throughout the resolution process.
Measure and track performance at each CX milestone (acknowledge, communicate, contain, correct).
Review and ensure the accuracy and appropriateness of Root Cause Analysis (RCA) and Corrective Actions (CA) for customer sharing.
Confirm customer satisfaction and validate the effectiveness of corrective actions.
Finalize and verify the completeness and accuracy of Quality Quest records before closure.
Request approvals and submit cases for closure.
Support the completion of long-term corrective actions.
Perform other duties as assigned.
Requirements:
Degree in a relevant field.
Strong ability to manage processes, resolve issues, and maintain accountability.
Excellent communication and interpersonal skills to collaborate with customers and internal stakeholders.
Strong attention to detail with the ability to validate, document, and manage quality records.
Preferred Experience / Skills:
Background in Mechanical or Industrial Engineering.
Knowledge of manufacturing processes.
Familiarity with industry standards such as ASME, ISO 9001, ASTM, and API.
Experience in team management and structured problem-solving methodologies (8D, A3, DMAIC, 3x5 Whys, Fishbone, Cause & Effect).
