Customer Quality Safety Engineer

Chervon is one of the world’s largest manufacturers of power tools and outdoor power equipment, with a strong history of innovation and a commitment to building a better world through better tools and responsible manufacturing. We design, engineer, and market products across the EGO, FLEX, and SKIL brands, as well as for respected private brands. Our global teams span research and development, design, manufacturing, supply chain, marketing, sales, and service.

Summary of Responsibilities:

The Customer Quality Safety Engineer leads investigations of product returns, warranty claims, customer complaints, and field failures, with particular emphasis on electrical and electronic systems. This role identifies root causes, drives corrective and preventive actions, and translates field insights into improvements in product safety, reliability, durability, and customer satisfaction.

Working closely with Product Development, Supplier Quality, Safety, and laboratory teams, this position ensures that lessons learned from field performance are incorporated into current corrective actions, validation methods, and future product designs.

Key Job Responsibilities:

Product Returns & Failure Analysis

• Lead technical investigations of returned products, warranty claims, customer complaints, and field failures.
• Analyze failed products and components to identify root causes, contributing factors, and failure mechanisms.
• Perform hands-on troubleshooting of electrical, electronic, and electromechanical systems.
• Evaluate printed circuit board assemblies (PCBAs), motors and controls, battery and charging systems, protective and safety devices, and power electronics.
• Document findings in clear technical reports that define root causes, contributing factors, containment measures, and corrective actions.
• Analyze return data and field performance to identify recurring failure trends and systemic product issues.
• Recommend actions that reduce warranty costs and improve product reliability.

Root Cause Investigation & Corrective Actions

• Lead structured problem solving using appropriate methods, including 8D, 5 Whys, fishbone analysis, fault tree analysis, and FMEA.
• Partner with cross-functional teams to implement effective corrective and preventive actions.
• Validate corrective-action effectiveness and monitor subsequent field performance.
• Lead or support investigations involving product safety concerns and customer-reported incidents, as appropriate.

Product Quality & Design Improvement

• Translate field-failure and product-return findings into prioritized design improvements.
• Contribute field-quality expertise during design reviews and risk assessments to identify reliability and safety concerns.
• Recommend improvements to electrical design robustness, component selection, failure-mode prevention, product reliability, and safety.
• Collaborate with Product Development teams to incorporate field lessons into future programs and product generations.
• Support Design for Quality (DFQ) and Design for Reliability (DFR) initiatives.

Validation & Test Development Support

• Partner with engineering and laboratory teams to develop test methods that reproduce identified failure modes and representative customer-use conditions.
• Define testing approaches that validate corrective actions and design improvements.
• Correlate field failures with product validation and reliability-test results.
• Develop practical test methods for foreseeable misuse and consumer-use conditions.