Quality Engineer - Customer Support

IEM (Industrial Electric Mfg.), the titan of custom electrical distribution and power quality equipment in North America, stands as the pinnacle of innovation and service excellence. With a global reach, IEM crafts bespoke solutions to power the dynamic needs of thriving industries worldwide. Join us in this thrilling journey with a company that is not just growing but thriving, boasting a booking backlog that stretches over three years.
PURPOSE OF POSITION:
The top priorities of this position to be the primary point of contact for the Customer and Commercial Teams about quality-related issues. Collect root cause analysis data and provide corrective feedback due to quality issues. Please note that this position will be 100% in office, no remote work
Duties & Responsibilities

• Build strong, working relationships with customer and in-house commercial teams to ensure complete and transparent communication and support
• Coordinate activities to evaluate and resolve sometimes technically challenging engineering and quality-related problems encountered in the customer's facility
• Determine and collect relevant data for product and installation improvements to understand any problems and decide when to appropriately escalate issues
• Investigate reports of defective, damaged or malfunctioning parts, assemblies, equipment or systems to determine nature and scope of problem that the customer is experiencing
• Initiate containment of stock at all locations and prevent further nonconforming production
• Investigate the fault and extent of potential recall
• Examine defective part for conformance to engineering design drawings or specifications
• Identify anomalies on engineering drawings back to the design function
• Maintain records to oversee recording of information by others to ensure engineering drawings and documents are current and that engineering related production problems and resolutions are documented
• Feedback to company what the issues are
• Evaluate findings to formulate corrective action plan and coordinate implementation
• Control clean cut-offs throughout and ensure containment is managed while on-going corrective actions are implemented
• Organize any re-work of finished goods that may be necessary
• Report into the customer what the root causes were to quality issues, the containment measures and corrective actions taken to ensure resolution
• Review engineering specifications, orders and related information to maintain current knowledge of manufacturing methods, procedures and activities
• Assist with training of quality awareness
• Monitor and report on Key Performance Indicators (KPIs) in order to adhere to process and prevent occurrence of any non-conformity relating to product, process or system
• Assist with new product introduction, representing the customer and support and manage pre-production trial runs and first off sample approvals
• Promote the use of customer preferred techniques for continuous improvement such as Six-Sigma, Poka-Yoke (Error Proofing), Kaizen
• Participate in the development and refinement of Design and Process FMEA's (Failure Mode and Effects Analysis) and represent the customer's views
• Manage and coordinate customer PPM, DO, DPU, cost recovery and supplier warranty indicators
• Keep up with current and developing manufacturing and engineering trends that concern the customer's product
• Undertake special projects as required
• Contribute to continuous improvement activities
• Quality control of work by appropriate reviews
• Support and lead process improvement activities
• Write reports and present progress at project meetings and to clients
• Plan projects or subtasks so they may be tracked and presented
• Undertake continuous training and development
• Perform root cause analysis and resolve problems
• Provide advice and guidance to management teams as required
• Provide support to all internal departments to maintain and improve product quality
• Communicate efficiently throughout the shop floor and with IEM and customer's management
• Liaise and communicate with other departments, customers, and other service providers
• Participate in cross-functional teams in the development of new products or changes related to current products in meeting customer requirements
• Attend various meetings and action/communicate instructions
• Develop quality relationships with the customer

• Relevant Business/Commercial or Manufacturing/Engineering degree preferred
• Minimum of 5 years of experience in Quality Assurance
• Demonstrated experience of 3 to 5 years+ in engaging with customers and suppliers
• Previous experience in a manufacturing environment
• Ability to work independently with minimal supervision
• Proficient in 8D, CARs, and quality systems
• Knowledgeable in Lean Manufacturing, APQP, PPAP, FMEA
• Familiarity with ISO9001
• Understanding of engineering drawings and manufacturing processes
• Adaptability to diverse and dynamic environments
• Strong planning and prioritization skills
• Effective communication, negotiation, and presentation abilities
• Proficient problem-solving skills
• Understanding of Health and Safety practices
• Team player with analytical skills
• Awareness of cost and financial impacts
• Commercial and financial awareness is advantageous
• Understanding of customer expectations and impact of quality failure/cost
• Attention to detail, great attendance and professionalism

• Vision: Long periods of close work on computer screen.
• Mental Demands: Interpret, analyze, research, and handle multiple tasks simultaneously.
• Environment: Climate controlled office space.
• Travel: 30% International travel required