Job Description
Title : Customer Quality Engineer
Location : Burlington, WA
Hire Type : Direct Hire
Salary : $80,000 – $105,000 / year
Travel : ~30%
Benefits : Paid Time Off (vacation, sick, and holiday); 401(k) Retirement Plan; Medical / Dental / Vision Insurance Plans
Sterling Engineering is looking for a Customer Quality Engineer to lead customer-focused quality assurance efforts and ensure a high level of customer satisfaction through timely and effective root cause analysis, corrective actions, and continuous improvement initiatives. This role manages all aspects of customer audits and serves as the frontline contact for customer quality concerns.
Job Duties :
- Serve as the main site-level liaison for customer quality issues, including RMA investigations, root cause analysis, and communication with Sales and Engineering teams.
- Analyze warranty claims, audit findings, and quality performance metrics to identify trends.
- Supervise and guide a team of quality technicians or engineers focused on finished product, out-of-the-box audits, customer requirements, and outgoing quality.
- Share regular reports of customer quality performance, scorecards, KPIs, inspection results, and process monitoring with the site team.
- Implement and maintain customer quality processes aligned with corporate standards (e.g., RMA, RCCA, Apollo, A3, PDCA).
- Monitor and drive improvements in customer complaint resolution time, RMA cycle time, and customer satisfaction.
- Lead internal cross-functional teams to resolve customer-reported issues, identify systemic root causes, and implement sustainable corrective actions.
- Initiate the revision process and engineer solutions using tools such as DFMEA, PFMEA, and control plans to improve quality assurance.
Qualifications :
Bachelor’s Degree in Engineering, Quality, or a related field, or equivalent experience.2+ years in Quality Assurance, CX, CEX, Customer Quality, or Customer Experience roles in a heavy-automation fast-paced manufacturing environment.1+ years in a supervisory or leadership position.Strong public relations and customer-facing experience, particularly in managing quality concerns and building client trust.Demonstrated ability to lead cross-functional initiatives with a balance of technical expertise and leadership capability.Ability to interpret and understand regulatory requirements and customer requirements.Excellent communication skills, with the ability to present technical information clearly to both internal and external stakeholders.Strong root cause analysis and problem-solving abilities (8D, 5-Why, Fishbone).Working knowledge of QMS (ISO 9001 or equivalent), FMEA, and CAPA.Quality Engineer Certification; Green Belt (or higher) Certification.Certified Lead Auditor experience required.Qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.