Customer Quality Engineer

We are looking for a talented Customer Quality Engineer to join our specialized QUALITY team at Cummins in Ciudad Juárez, Chihuahua.

In this role, you will make an impact in the following ways:

• Manage and follow up on internal and external customer complaints, concerns, and escalations, ensuring timely and effective resolution.
• Lead quality investigations using structured problem-solving methodologies to identify root causes and implement corrective and preventive actions.
• Coordinate and manage warranty processes, including defective part analysis and communication of results to customers.
• Serve as the quality focal point for customers, providing technical responses and follow-up on product and process-related claims.
• Supervise and guide the activities of Quality Technicians and Inspectors to ensure compliance with established standards.
• Participate in the implementation and launch of new products and processes, including activities related to APQP, PPAP, Safe Launch, and VPI.
• Monitor quality performance indicators and utilize customer-focused metrics to prioritize actions and improvement opportunities.
• Develop and implement continuous improvement initiatives using Lean, Six Sigma, and quality methodologies.
• Collaborate with Operations, Manufacturing, Quality, Product Engineering, Controls, and Supply Chain teams to resolve complex issues and prevent recurrence.
• Maintain effective communication with customers, suppliers, and internal teams to ensure alignment of quality expectations and requirements.
• Contribute to the achievement of strategic quality objectives and the continuous improvement of business processes.

To be successful in this role, you will need the following:

• Knowledge of Advanced Product Quality Planning (APQP) and Production Part Approval Process (PPAP).

• Knowledge of Failure Mode and Effects Analysis (FMEA), Control Plans, and quality risk prevention methodologies.

• Knowledge of Statistical Process Control (SPC) and Process Capability Analysis (CPK).

• Knowledge of New Product Introduction and Validation (VPI) processes and Safe Launch methodologies.

• Knowledge of customer support processes, warranty management, and quality complaint handling.

• Knowledge of problem-solving methodologies, root cause analysis, and corrective actions.

• Knowledge of continuous improvement tools, Lean Manufacturing, and Six Sigma.

• Knowledge of quality project management and performance metrics tracking.

• Knowledge of quality management systems, manufacturing processes, and supply chain operations.

• Knowledge of Quality 4.0 and digitalization applied to quality management.

• Advanced conversational English preferred.

Skills

• Customer focus and results orientation.

• Leadership and influence within cross-functional teams.

• Effective communication with all organizational levels and external customers.

• Negotiation and conflict management skills.

• Teamwork and collaboration.

• Analytical thinking and structured problem-solving.

• Project management and task prioritization.

• Adaptability and ability to work in dynamic and ambiguous environments.

• Data-driven decision-making.

• Promotion of a quality and continuous improvement culture.

• Ability to build strong relationships with customers, suppliers, and stakeholders.

• Advanced English Level

Education

• Bachelor's degree in Industrial Engineering, Quality Engineering, Manufacturing Engineering, Quality Management Systems Engineering, or a related field.

Experience

• Minimum of 3 years of experience in quality, customer support, manufacturing, or related functions.

• Experience managing customer complaints, warranty processes, and corrective actions.

• Experience supervising Quality Technicians and Inspectors.

• Participation in new product introduction and manufacturing process implementation.

• Experience working with cross-functional teams to resolve complex quality issues.

• Experience in manufacturing environments with direct interaction with customers and suppliers.

• Advanced English Level

Internal Eligibility Criteria (SHOP employees)

• TMS performance evaluation: Must have achieved one of the following ratings in the most recent performance review:
  • Meets Expectations
  • Exceeds Expectations
  • Significantly Exceeds Expectations
• Minimum of 12 months in the current category.
• No unexcused absences within the last 12 months.
• No incidents or disciplinary reports within the last 12 months.

Additional Considerations

• Frequent interaction with Operations, Manufacturing, Quality, Product Engineering, and Controls teams.

• Availability for occasional extended work hours based on operational needs.

• Valid visa and passport preferred.