SENIOR CUSTOMER QUALITY ENGINEER

Location:Keosauqua, IA, US, 52565
Work Arrangement: Onsite
Our Story:
Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services; and leading our industry by Innovating What’s Next in glass doors and intelligent merchandising technologies that keep food safe under brands such as HillPhoenix and Anthony.
DFR is part of the Climate & Sustainability Technologies segment of the Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of $7 billion.
DFR is built on creativity and customer-centric innovation delivered by people invigorated by a strong sense of responsibility to help our customers win in their marketplaces. The relationships we build with our customers are as important to our success as the products we manufacture. This collaborative environment delivers FRESH THINKING, reassuring our customers that they choose the best when they choose to work with the people of Dover Food Retail.
Job Title: Senior Customer Quality Engineer
Location: Keosauqua or Centerville, IA

WHAT WE’RE LOOKING FOR:

We are looking for a Senior Customer Quality Engineer for the DFR Specialty division who will lead our Quality Review Board. This role will be responsible for partnering with service management team to receive customer feedback and collaborating with other technical leads (Engineering, Manufacturing, Sourcing, etc.) to investigate, understand root cause, and rapidly resolve issues. This role will develop/refine our QRB process and rigor to drive results effectively and efficiently to the resolution process. This role is based out of Keosauqua or Centerville, IA; however, there is an opportunity for it to be hybrid and time fluctuate between another DFR site (e.g., Conyers, GA) with 40% travel.

WHAT YOU’LL BE RESPONSIBLE FOR IN THIS ROLE:

• Lead Quality Review Board and associated process improvement
• In partnership with service management team, collect and analyze data for customer complaints/issues and warranty
• Understand customer symptoms and develop problem statements using structured problem-solving techniques
• Obtain failed units and conduct failure analysis to understand Root Cause of Symptom
• Collaborate with Engineering, Manufacturing, Product Mgt, Quality, Supplier Quality to understand customer and product requirements, design intent and manufacturing processes to develop root cause of failure
• Partner with responsible teams to drive timely resolution of solutions
• In collaboration with Service teams, create service bulletins to rapidly share knowledge
• Create, maintain, and report key performance measures (KPIs) for QRB Process
• Partner with Quality Analytics team to create data models which provide early detection to potential product quality concerns
• Conduct periodic updates to senior leadership on issues, metrics, and key initiatives
• Responsible for warranty budget and 10% YOY reductions in incidents and costs
• Travel requirements: 30-50%

WHAT ARE THE BASIC QUALIFICATIONS FOR THIS ROLE?

• Bachelor’s Degree in Engineering or relevant field
• 7+ years of experience with managing customer interactions and feedback to work towards resolution and product quality improvements in a design manufacturing organization

TO BE A GREAT FIT FOR THE ROLE:

• Commercial industrial refrigeration or air conditioning experience
• The ability to assess product performance and develop root cause analysis and initial problem solving of customer reported issues.
• Strong problem solving and analytic capability/detail-oriented person
• Excellent written and verbal communication skills for dealing with all levels of staff, customers, suppliers, and operations
• Process Development to refine and improve Customer Quality Processes
• Proven ability to function well in a cross-functional team environment with a desire to contribute
• The ability to influence stakeholders and work closely with them to determine acceptable solutions.
• Six Sigma Black Belt, ASQ Certified
• Exceptional analytical and conceptual thinking skills.
• Ability and willingness to travel up to approximately 15% of the time