Customer Quality Engineer

Job Summary:

The role of the Customer Quality Engineer is to act as point of contact for all customer quality concerns.  The Quality Engineer works closely with Operations, Engineering, and the Quality team to ensure problem resolution, product compliance and deliver enhanced customer satisfaction.

Key Responsibilities

• Customer interface for quality topics providing timely updates and resolutions.
• Lead structured root cause investigations for customer complaints using recognised problem-solving tools (e.g., 5 Whys, Fishbone, 8D)  and  internal nonconformances.
• Ensure effective corrective actions are defined, implemented, and verified for closure.
• Strong analytical skills to identify root causes of quality issues and implement effective corrective and preventive actions (CAPA). 
• Support Management of Change (MoC) processes for equipment, materials, and procedures from a quality perspective.
• Collaboration with cross-functional teams (e.g., production, customer service, planning) to address quality challenges and ensure compliance. 
• Participate in internal audits (ISO 9001, BRCGS, ISO 13485) and contribute to audit readiness activities.
• Conduct all activities in compliance with Quality, Health, Safety, and Environment (QHSE) Site Rules.
• Commitment to maintaining a culture of continuous improvement quality, product safety and ensuring compliance with regulatory and customer requirements.
• Promote and demonstrate a strong culture of safety and product integrity.

• Attend value stream meetings; identify, escalate, and resolve quality concerns.
• Monitor production against control plans, appearance standards, and compliance requirements.
• Support operator engagement with quality standards and drive adherence to shop floor best practices.
• Knowledge of quality standards , data integrity, and the importance of maintaining product integrity. 

• Manage non-conforming materials through SAP and related systems, ensuring accurate traceability, disposition, and concession handling.
• Coordinate immediate containment actions for defects and escalate unresolved risks to the Quality Manager.

• Collaborate with CI Engineers and Operations to identify quality improvement initiatives.
• Support the verification and validation of inspection equipment, machinery and new products.

• Ability to train and support employees on quality-related topics, including hygiene, compliance, and best practices. 
• Deliver training to Operators and Team Leaders on updated quality standards and control methods.
• Support the maintenance of visual standards and quality documentation across the value stream.
• Actively promote a strong quality culture by encouraging ownership and accountability at all levels of the organisation.
• Strict adherence to the organization’s hygiene rules, understanding the importance of personal hygiene and wearing appropriate protective gear to avoid compromising product quality.

• Ensure daily practices align with hygiene, GMP, and site-level compliance expectations.
• Understanding of risk management principles and their application to product quality and safety. 
• Support the implementation of risk management processes, including FMEA, to identify and mitigate potential product or process risks.
• Contribute to maintaining a robust Quality Management System (QMS) that meets customer, regulatory, and certification requirements.

• Positive Release of incoming Raw Materials.
• Ability to develop, implement, and maintain quality control procedures and documentation. 
• Proficiency in conducting inspections, audits, and tests to verify product quality and process compliance. 

Qualifications, Skills & Experience

• Degree qualified or equivalent experience in Engineering, Quality, Science, or a technical field.
• Experience in customer communication and escalation management
• Experience in a quality-related role within manufacturing, ideally in a regulated or ISO-certified environment.
• Solid knowledge of quality tools and methodologies (5 Whys, Fishbone, 8D, Pareto).
• Strong communication, influencing, and coaching skills across all operational levels.
• Confident working with SAP or similar ERP/QMS systems for material and complaint management.
• Passion for continuous improvement, proactive problem-solving, and customer satisfaction.

The above list is not exhaustive but represents the regular responsibilities expected of the job holder.  In addition to the above the job holder will be expected to undertake all reasonable tasks requested by management.