Sr Customer Quality Engineer Jobs (NOW HIRING)

This company has an exciting and challenging opportunity for a Senior Customer Quality Engineer for the Semiconductor Technologies business located in Newark, Delaware.

This Engineer role within the Chemical Mechanical Planarization Technology (CMPT) organization is a cross-function influential leader to address business growth and customer satisfaction opportunities and will report to the Tech Service Leader in Newark.  

In this fast paced and highly visible role, you will interface with top tier customers on a global basis as well as interface with global internal teams including R&D, Product Quality Engineering (PQE), Manufacturing Operations, Improvement Engineering and Marketing.

RESPONSIBILITIES:

Primary responsibility of this role is to provide CMP business specific technical service in the region and act as customer product quality manager for assigned customer(s) in the region. 

• This role is designed to more directly manage the product quality and service responsiveness to top tier and strategic customers along with working across the functions within the business to align to the evolving customer technical roadmap.
• Technical service responsibilities include:
• 
  
• Own and resolve complaints and requests from assigned customer(s) in region.  
• Activities include managing root cause identification, acquiring and analyzing data, and developing solution options in collaboration with Global Product Quality Engineering(PQE), Manufacturing, Improvement Engineering, Raw Material Quality and Marketing as necessary. Drafts and communicates complaint resolution progress to customers on a regular basis. 
• Works to ensure key performance metrics (speed, quality) are met for issues/requests mentioned above.  
• Rapidly assess special customer requests and help implement after business prioritization. 
• Manage customer notifications.  
• Working with global PQE team, will help to write up letters / whitepapers in customer specific formats, as required. Provides feedback from customer and works with global internal teams to insure implementation according to business plan.
• Strategic Customer Quality responsibilities include:
• 
  
• The strategic aspect of the job is to serve as the voice of the customer back into the business and work across the Commercial, Operations and R&D organizations to prioritize the customer requirements into the strategic technical and quality roadmaps. 
• The roadmaps will include the short & mid-term CIP efforts to continually drive improved product quality and service responsiveness to improve customer satisfaction as well as long term actions to help win new business for the customer emerging technology needs.
• Has responsibility to coordinate globally across the business and operation for resolution of issues and completion/fulfillment of customer special requests. 
• The role is centered around the customer corporate home location in USA.   
• Primary interface points with the customer are in this country.  
• Has responsibility to coordinate globally for quality interface to assigned customer(s).
• Systematically analyze the CMP issues/requests encountered by customers around their consumed product lines. Identify and / or implement product consistency improvement opportunities.
• Train field service engineers and other sales staff on technical aspects of products and issue resolution. Document and publish field guides for the most common issues/requests.
• Travel up to 5%.

QUALIFICATIONS:

• Bachelors degree in Engineering or related field
• Plus 5+ years of industrial experience in manufacturing or process engineering role.
• Hands-on experience with statistical process control methods and design of experiments.
• Ability to make good engineering judgments independently is required.
• Demonstrated communication skills toward external customers and to high level leaders
• Experience in customer communication: ensuring both companies are aligned on the same goals and understandings.
• Able to manage multiple priorities simultaneously.

ADDATIONAL QUALIFICATIONS:

• Specific product knowledge for products in business
• Specific application knowledge of customer base using these products
• Deep understanding of how the products are manufactured
• Hands on experience with chemical / physical material analysis and characterization.
• Ability to communicate across cultures and language barriers and people adapt to urgent (angry or emotional) situations.
• Ability to resolve conflicts between co-workers or with suppliers or customers
• 6-sigma (green/black belt) project management.
• Experience on JMP software (data analysis software).
• Experience / Knowledge with multi-disciplinary engineering principles (mechanical, chemical metrology, etc).
• Strong communication skills and initiation: Appreciation of customer's trust, Be internal advocate represent customer's voice. Capable of translating customer needs into internal action plans and crafting internal project progress into customer communications
• Excellent project leadership, candidate needs to practice Influential leadership to drive internal cross-functional actions for represented customers
• Hands on and fast learner. Candidate will need to be a generalist, take the initiative to learn key project info or customer issue status quickly, and translate into external customer communication or internal feedback to drive project status.