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The Customer Quality Engineer is a key role responsible for managing warranty claims and ensuring customer satisfaction by analyzing product failures, providing technical support, and coordinating warranty resolution. In addition, flexibility in customer complaints management ensures product reliability and drives continuous improvement through quality systems and internal audits. This position requires a strong blend of technical expertise, customer focus, and quality management knowledge to uphold the company’s reputation for excellence.
Main Responsibilities
* Review and process warranty claims submitted by customers, ensuring that all required documentation and information is provided.
* Evaluate the validity of claims by investigating product failures and confirming whether they meet warranty terms and conditions.
* Investigate the warranty claims by analyzing product failures, identifying root causes, and coordinating with internal teams to implement corrective and preventive actions through 8D methodology & quality related tools (5WHY, Ishikawa, control plan & FMEA etc)
* Provide technical support to customers and internal stakeholders to resolve quality and warranty-related issues.
* Manage customer complaints from receipt to closure, ensuring timely communication and effective resolution.
* Build and maintain strong customer relationships by providing clear updates and demonstrating a commitment to quality and service.
* Working with department to monitor and analyse trends in complaints and warranty data to identify systemic issues and drive product and process improvements.
* Support the development, implementation, and maintenance of the Quality Management System (QMS) in accordance with relevant standards (e.g. ISO 9001, IATF 16949).
* Plan and conduct internal audits to assess compliance with QMS requirements and identify opportunities for improvement.
* Collaborate cross-functionally with engineering, manufacturing, and supply chain teams to ensure quality standards are met throughout the product lifecycle.
* Maintain accurate documentation and reporting for, warranty claims, audit findings, customer complaints and quality metrics.
Skill Requirements
* Strong problem-solving and analytical skills with experience in root cause analysis and quality tools (e.g., 8D, FMEA, 5 Whys).
* Excellent communication and interpersonal skills to manage customer expectations and cross-functional collaboration.
* Solid understanding of Quality Management Systems and internal auditing practices.
* Engineering background/Knowledge with experience in manufacturing, product support, or quality assurance.
* Ability to manage multiple priorities and work effectively in a fast-paced environment.
* Excellent IT skills in Microsoft programmes (Excel, PowerBI, Outlook PowerPoint etc)
* Working knowledge of Quality tools and techniques (8D, Lean, 5Whys, Pareto Analysis, Six-Sigma, FMEA, PPAP, APQP, MSA etc preferred).
Qualifications
* Degree in Quality/Engineering or 3 years experience.
Working Hours – Monday – Thursday (07.00am – 4.00pm) Friday (7.00am – 11.00am)
Location – Round Spinney, Northampton (Office based)
Pension – 4% employer contribution
Annual Leave – 25 plus bank holidays
Commercial Vehicle Group, Inc (CVG) is an equal employment opportunity employer such that all qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity/expression, national origin, disability, or protected veteran status.
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