Quality - Customer Quality Engineer (高科)

Purpose

This position has responsibility to assure our key account customer satisfaction with complete quality functions.

Nature and Scope

This position is dedicated to supporting our key account, ensuring their satisfaction through comprehensive quality management functions. The engineer serves as the main contact window for all key account quality-related requests, coordinates cross-functional teams to resolve customer complaints and major quality events, leads customer audits and survey responses, and ensures the accuracy of all quality reports and data provided to key account. The role regularly participates in key account quality meetings, supports management and internal quality improvement activities, and collaborates with the sales team to provide quality-related documents for bidding activities.

PRINCIPAL ACCOUNTABILITIES

1. Key Account Customer Quality Service
 PCN/SCN review & reply: Assist with Product Change Notification and Special Change Notification review and communication with key account.
 Calibration/ MSA reply: Provide relevant quality data and analysis reports to key account.
 RCA/8D Report & Quality Data Review: Review root cause analysis, 8D report and quality trend analysis for key account-related issues.
 Customer document/ contract spec review
 Integrate and respond to key account’s special quality requirements and BKM.
 Lead key account audit preparation, onsite coordination, and follow-up on improvement actions. Customer quality meeting
 Regularly attend key account quality meetings and coordinate responses to quality issues.

2. Abnormal Handling & Notification
 Assess and decide on shipment eligibility in cases of significant quality abnormalities, ensuring alignment with company standards and customer requirements. Lead the response process for OCAP events, including issue review, corrective action coordination, and customer communication.

3. Support Bidding activities
 Collaborate with the sales team to prepare and provide quality-related documents required for bidding, and coordinate with internal departments and external customers to ensure all quality-related bidding requirements are met, thereby supporting successful project acquisition and ongoing customer satisfaction.
4. Quality System Management
 Support management review meetings, internal quality meetings, and training courses, and execute assignments from supervisors.
5. Conduct Continuous improvement (CI)
 Continually improving a robust Customer Quality Management System
 Monitor and report on Quality KPIs
 Coordinate the quality issues and projects with cross-functional teams to conduct continuous improvement.