Staff Customer Quality Engineer

As an S&C Electric team member, you’ll work on projects that have real-world impact. You’ll help transform the grid for resilient and reliable power worldwide. S&C has more than a 100-year history of innovation and has been 100% employee-owned since 2012. We continue this legacy as a trusted, forward-thinking leader in the electrical industry. You will advance a safer, more reliable, and more resilient electrical grid. Our products help the grid adapt to severe weather and transition to clean energy. We’re big enough to be a respected industry leader but small enough for you to impact our company directly. Our commitment gives you opportunities to impact on and off the job positively. 

Join S&C to make an impact on tomorrow’s energy challenges and become an employee-owner!

Hours 

• 8:00 am – 5:00 pm (Mon-Fri) Onsite

Compensation

At S&C, we are dedicated to providing competitive and equitable compensation for all our team members, and we are committed to transparency in our pay practices. The estimated annual base salary range for this position in the United States can be found in the JOB INFO section below. Individual pay within this salary range is determined by several compensable factors, including performance, knowledge, job-related skills and experience, and relevant education or training. This role is also eligible for S&C’s annual incentive plan (AIP), subject to eligibility criteria.

Join Our Team as a Staff Customer Quality Engineer!

Are you passionate about customer quality? S&C Electric Company is seeking a dynamic individual to coordinate our quality engineering function. As a Staff Customer Quality Engineer, you’ll be crucial in ensuring smooth operations and supporting our diverse team. The Staff Customer Quality Engineer serves as the organization’s primary quality expert for customer-facing issues, driving comprehensive quality strategies and resolving complex concerns. This role champions cross-functional collaboration to ensure customer satisfaction. 

Key Responsibilities:

• Customer Issue Resolution: Support major customer quality projects, essential to resolving S&C's most crucial customer-facing challenges. Champion Quality Review meetings/events with the key customers and provide appropriate updates to customers in a timely manner.  
• Customer KPIs: Oversee and analyze all customer KPIs, including setting and implementing action plans. Report out on key metrics to senior leadership. Create, update, and maintain customer scorecards through Salesforce. 
• Customer Escape Containment: Coordinate customer escape containment and resolution processes by implementing corrective actions, collaborating with internal teams to resolve issues, document outcomes, and drive improvements in customer satisfaction. 
• Cost of Poor Quality (COPQ) Reduction: Take ownership of reducing the cost of poor quality (COPQ) by analyzing trends in customer-reported issues, identifying root causes, and implementing preventative measures to ensure continuous improvement in product quality. 
• Customer Issue Data: Ensure accurate management of customer issue data by maintaining comprehensive records, classifying failure codes, and contributing to data analysis efforts to support quality improvement initiatives and decision-making. 
• Process Improvements: Suggest major improvements to practices and processes based on customer feedback and analytics. Partner with operations leadership on customer-specific requirements. Work with the team to create and update quality improvement action plans.  
• Customer QMS: Create and maintain customer-related quality documents such as procedures, Standard Work Instructions. Implement procedures and processes to ensure the internal Quality Management System complies with the customer and regulatory requirements.   
• Quality Support & Collaboration: Provide high-level quality support for operations, working closely with production teams to address quality-related issues and drive continuous improvements. Lead the resolution of complex quality issues, utilizing advanced problem-solving tools to identify root causes and implement effective preventative measures.   
• Metrics & Feedback Utilization: Utilize quality feedback and metrics to identify opportunities for design and process improvements, driving data-driven decision-making across the company.  
• Mentorship & Team Support: Coach, mentor, and delegate work to other quality engineers, fostering a culture of continuous learning and professional growth within the quality engineering team.  
• Industry Trends & Innovation: Proactively monitor industry trends and emerging technologi