Senior Customer Quality Engineer

Job Title: Customer Quality Engineer 

Job Summary 

The SEA Customer Quality Engineer is responsible to understand and fulfill customer’s expectations around quality support of Entegris products & services. The individual in this position will be specifically supporting customers in South East Asia and will represent Entegris by promoting product and process quality and systems and drive resolution of customer complaints.  

Reports to: Senior Manager, Customer Quality  

Key Responsibilities 

Proactively Drive Two-Way External and Internal Communication on Customer Quality aspects  

• Drive improvement in Customer Scorecards, develop plan to improve customer satisfaction and relationship. 

• Proactively develop plans with Account Teams to promote Quality and Operations process and product improvements to customers. 

• Understand business team and functional strategic plans and initiatives to drive quality communications to the customers. 

• Derive the voice of the customer regarding product, process, and quality systems and drive customer-desired improvements into Entegris. 

• Assists the executions of new product introduction (NPI) projects with the activities related to product quality in NPI & HVM stage. For new products need to calculate/set up control limit, support CE to set up spec., and transfer to be formal management system. When hand off to HVM line, need review/update the CL with related functions regularly. Besides, based on rule, review our process capability, and record the result. Control plan also is the other activity related to NPI & HVM. This position need to make sure control plan is reasonable and can satisfy customer's requests, and need to update/review the content if it's necessary. 

• Lead/support OOC/SPC abnormal investigations when are highlighted by customer. Work with internal stakeholders (raw material quality control, manufacturing line operation, process control, final product inspection) to drive effective preventive and corrective action, and close communication with customer. 

Respond to Customer Issues Regarding Product Quality And Quality Systems 

• Investigation and resolution of product excursions. 

• Provide customer communication for complaints. 

• Complete corrective action reports for customer complaints. 

• Serve as primary point of contact for all quality-related issues from customers. 

• Support and follow up on Quality related PCN 

• Accountable for customer quality report management. 

• Lead assigned customer site visits and customer on-site audit. 

• Support Account Teams on customer specification reviews and recommendations. 

• Complete customer control/ notification limit review. 

• Coordinate with customer and Entegris to develop and implement eCoA system. 

Requisite Criteria & Skills 

Technical - Strong statistical knowledge and background related to SPC; Engineering knowledge and experience with manufacturing, quality systems, and systematic problem solving; Experience in Quality Management System and Audits, hands on experience in setting up of ISO9001 for factory, trained in ISO9001:2015; Six sigma or mini-tab software using experience are preferred; Experience with wafer fab or fab supplier or Chemical Mechanical Planarization (CMP) or deposition a plus. 

Business - Demonstrated ability to lead customer communications and positively engage with them in difficult situations; Strong understanding of etching, deposition, or CMP products and processes; Planning, prioritizing & goal setting skills; Ability to meet deadlines by creatively solving problems; Ability to work effectively in a matrix organization; Ability to multi-task, good organizational skills; Demonstrated ability to work effectively with international employees and customers; Demonstrated ability to provide direction to peers and other employees; Critical thinking skills; Demonstrated initiative, leadership, teamwork and customer oriented. 

Computer - Proficient skills in a Microsoft Windows environment; Advanced skills in Excel, statistical software, SAP and LIMS a plus. 

Travel – Occasionally 

Language - Fluent in English and Mandarin. 

Education - B.S. in Engineering or related technical field; 5+ years work experience in wafer fab or related manufacturing environment. With customer quality experience a plus.