Position SummaryThe Customer Quality Engineer manages customer feedback from initial contact through resolution for the Advanced Optics Division. This includes reviewing and validating feedback entries from SalesForce, transferring entries to CAPA systems, and ensuring corrective actions address the original issues. The role also requires regular interaction with internal teams, development of KPIs, and support of continuous improvements to the feedback process.Day-to-Day Responsibilities

• Review and validate SalesForce feedback entries from customer service and commercial groups
• Classify entries based on risk and transcribe into site-specific CAPA systems (e.g., SharePoint, EtQ)
• Conduct routine follow-ups with plant, engineering, and commercial teams to ensure timely resolution of open issues
• Escalate critical issues to site and division leadership as needed
• Create KPIs and action plans to improve customer satisfaction and monitor compliance
• Lead training on customer feedback processes and root cause analysis tools
• Support improvements to the feedback system across SalesForce, SAP, and EtQ platforms
• Prepare division quality reports by summarizing data from PowerBI, SalesForce, and EtQ for monthly updates and identifying areas of focus

REQUIRED SKILLS

• Strong persuasion and negotiation abilities
• Vision, mature judgment, and creativity in resolving complex issues
• Effective project management with experience handling multiple projects
• Self-driven with the ability to prioritize and work independently
• High attention to detail with a sense of urgency
• Strong interpersonal and communication skills across all levels of the organization
• Proficiency with Microsoft Office and general digital literacy
• Skilled in data analysis and presentation for broad audiences
• Proficient in English, both written and oral

DESIRED SKILLS

• Familiarity with 8D methodology and problem-solving tools
• Experience with SalesForce, SAP, PowerBI, EtQ, and Camstar
• Previous customer service experience

EDUCATION & EXPERIENCE

• Bachelor’s degree in engineering or science (preferred)
• Associate’s degree required with relevant experience
• Minimum of 3+ years of manufacturing experience, particularly in a quality or process role

TRAVEL REQUIREMENTS

• Approximately 25% domestic travel anticipated (potentially more depending on project needs)
  Job Types: Full-time, Contract
  Pay: $46.51 - $51.50 per hour
  Expected hours: 40 per week

Benefits:

• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In perso

• Review and validate SalesForce feedback entries from customer service and commercial groups
• Classify entries based on risk and transcribe into site-specific CAPA systems (e.g., SharePoint, EtQ)
• Conduct routine follow-ups with plant, engineering, and commercial teams to ensure timely resolution of open issues
• Escalate critical issues to site and division leadership as needed
• Create KPIs and action plans to improve customer satisfaction and monitor compliance
• Lead training on customer feedback processes and root cause analysis tools
• Support improvements to the feedback system across SalesForce, SAP, and EtQ platforms
• Prepare division quality reports by summarizing data from PowerBI, SalesForce, and EtQ for monthly updates and identifying areas of focu