Quality Support Engineer
Customer Quality Engineer
Location: Costa Rica
Department: Quality
Reports To: Director of Customer Quality
Make an Impact
As a Customer Quality Engineer, you will play a key role in delivering an exceptional customer experience by managing warranty, repair/replacement, and customer credit claims. You will serve as the primary liaison between customers, Sales, Engineering, Manufacturing, and Quality teams to ensure timely resolution of customer concerns and continuous improvement of our products and processes.
In This Role, Your Responsibilities Will Be:
- Manage customer claims from initiation through closure, ensuring a positive customer experience.
- Review warranty, repair/replacement, and credit requests to determine appropriate actions.
- Investigate potential product application issues and collaborate with Technical Support and Engineering teams to identify solutions.
- Enter and track RMAs in the claims management system.
- Coordinate with cross-functional teams to drive investigations, corrective actions, and claim resolution.
- Communicate claim status and corrective actions to customers in a professional and timely manner.
- Monitor claim management KPIs and ensure claims are closed within established service levels.
- Escalate complex or high-impact customer issues when necessary.
- Identify and communicate potential business risks, quality concerns, or customer satisfaction issues to leadership.
For This Role, You Will Need:
- Associate’s or Bachelor’s degree in Quality, Engineering, Manufacturing, or a related field.
- Minimum of 2 years of experience in Quality, Customer Service, Technical Support, or a manufacturing environment.
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Experience working with Microsoft Office applications, especially Excel.
- Ability to manage multiple priorities and work effectively in a cross-functional environment.
Preferred Qualifications:
- Knowledge of quality management systems and ISO 9001 standards.
- Familiarity with ERP systems and customer claims management tools.
- Understanding of engineering drawings, specifications, and manufacturing documentation.
- Experience supporting customers in a manufacturing or industrial products environment.
Our Culture & Values
We are looking for someone who demonstrates:
- Customer Focus
- Decision Quality
- Collaborates
- Communicates Effectively
- Ensures Accountability
- Manages Complexity
- Instills Trust
- Nimble Learning
If you are passionate about customer satisfaction, quality excellence, and continuous improvement, we encourage you to apply.