Customer Quality Engineer I

at  Proto Labs Inc

BE YOURSELF AT PROTOLABS

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are an equal opportunity employer, and we are committed to building a diverse team that feels you are valued in the workplace. Do you not meet every single requirement but still intrigued? We encourage you to still apply! You can help make our company even better. We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself. We strongly believe diversity makes for more successful teams.

The Customer Quality Engineer I (CQE) is responsible for providing resolution of customer complaints and internal support requests to resolve technical, manufacturing, or quality related post-sale issues for CNC customers. The CQE thoroughly understands the support request details and requirements, completes initial root cause investigation and identification of product and process failures, identifies appropriate solutions within the capabilities of Protolabs’ manufacturing processes to resolve quality or process related issues, assists with executing resolution actions, and delivers thorough communication to our customers throughout the process. This position acts as the primary contact for Protolabs’ CNC customers and internal departments throughout the process of resolving support requests. The CQE is responsible for delivering a successful and timely resolution of complaints and technical support requests for the the CNC service line. This position is responsible for leading the technical resolution of any post-sale technical issue in a manner that helps Protolabs retain our valuable customers. The CQE will provide feedback and voice of the customer to our internal teams for the sake of ongoing improvement to quality and customer experience.

What you’ll do:

• Provide a high-level of technical support to all external and internal CNC customer inquiries.
• Provide an excellent customer experience to customers when answering customer phone calls, emails, and general technical questions in a timely manner that consistently achieves or exceeds departmental goals set by leadership.
• Understand the customer’s requirements and address technical questions promptly and accurately about part manufacturability, process capabilities, and part design issues.
• Complete product quality investigations, identify solutions, execute action items required to resolve customer support requests, and communicate with customer throughout the process.
• Ensure thorough and accurate documentation and customer communication of actions and information related to the successful resolution of customer complaints and technical support requests using the appropriate systems.
• Build and maintain relationships with customers by supporting a customer-centric philosophy in all written and verbal communications both internally and externally.
• Support manufacturing in pre-shipment quality or process issues by proactively communicating with customers and allowing customers to participate in decisions that affect part quality and delivery.
• Work collaboratively with customers and colleagues to achieve desired outcomes and results.
• Balance the objective of satisfying the customer requests with Protolabs manufacturing capabilities to deliver acceptable parts on schedule.
• Strong organizational skills including accurate progress and information documentation, record maintenance, and communication of action plans and status updates.
• Contribute to other continuous improvement activities as required.
• Adhere to all quality and safety standards within the department.
• Adhere to all company policies and operational procedures.
• Other duties as assigned.