Customer Quality Engineer

Hochiki Group; Chatham; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading company in the industry seeks a Quality Engineer to ensure product and process compliance while managing customer relations effectively. The ideal candidate will oversee the RMAs, coordinate product testing, and lead internal audits to promote a culture of quality throughout the organization. Successful candidates will demonstrate strong analytical abilities, leadership, and a passion for improving processes, contributing to exceptional customer satisfaction.

Benefits

Competitive benefits

Opportunities for professional development

Qualifications

• 2 years experience in a customer-facing role within a quality management environment.
• Experience in process optimisation and team leadership.
• Working knowledge of MS Office and engineering drawings.

Responsibilities

• Manage customer returns and RMAs, ensuring clear communication.
• Coordinate incoming goods inspection and maintain testing records.
• Lead internal audits and track non-conformances to closure.

Skills

Leadership

Analytical skills

Communication

Education

BTEC Level 3 in Mechanical or Electrical engineering

ONC/HNC - Engineering qualification in Mechanical or Electrical engineering

Tools

SAP

Microsoft Office Suite

Job description

Working for Hochiki Europe

At Hochiki Europe we believe that our customers deserve the best, both in terms of the manufactured product, but also the service we offer. We know that our people are key to our ongoing success, and we recognise and value the contribution that our employees make. In return we are able to offer competitive benefits and great opportunities in a supportive and dynamic environment with a culture led by our 6 Core Values: Accountable, Ethical, Inclusive, Innovative, Positive and Professional.

Role Purpose:

The Quality Engineer plays a vital and diverse role in supporting our customers and ensuring product and process compliance. This position is responsible for managing the goods-inward process, coordinating product testing and approvals, and overseeing the internal audit process. A key focus will be the Return Material Authorisation (RMA) process — including providing timely updates to customers and generating customer credits where applicable.

In this role, you will serve as the main point of contact for all customer-related quality matters, ensuring effective issue resolution and driving continuous improvement to enhance customer satisfaction. You will also lead and support the Apex Compliance Team in their daily operations, fostering their development and ensuring alignment with company goals.

Key responsibilities include:

• Managing customer returns and RMAs, ensuring clear communication and timely processing of customer credits.
• Coordinating incoming goods inspection and maintaining testing records.

• Supporting product approval processes and ensuring conformance to standards.
• Leading internal audits and tracking non-conformances to closure.
• Driving cross-functional improvement initiatives using data-driven analysis and reporting.
• Ensuring compliance with applicable international standards and internal policies.
• Promoting a culture of quality and continuous improvement across the organisation.
• This is a pivotal role that requires strong leadership, attention to detail, and a proactive approach to problem-solving and collaboration.

Who you’ll report to

Compliance Manager

What you’ll be doing:

• 
  Serve as the principal point of contact for all customer-related issues, ensuring prompt and effective resolutions

• Accountable for the optimisation and maintenance of the customer complaints procedure, whilst quantitatively tracking both negative and positive trends against established performance indicators.

• Actively contribute to the organisation's audit framework by identifying non-conformities and proposing robust corrective measures.

• Leverage data analytics and empirical evidence to identify and act upon areas for

organisational improvement.

• Spearhead multi-departmental teams to guarantee that components, processes, and

associated documentation aligns with client expectations and stipulated timelines.

• Facilitate the professional development of the Compliance team by identifying and addressing

educational requirements pertinent to the successful achievement of individual and collective objectives.

• Possess exceptional skills in compiling comprehensive reports and administering complex tasks with high levels of efficiency.

• Demonstrated ability to communicate effectively across various levels of the organisation, fostering an environment of collaboration and mutual respect.

• Well-versed in ISO9001, ISO14001, product compliance standards, and relevant legislation.

Person Specification

We are looking for individuals who are highly motivated and have a passion to contribute to the success of Hochiki. Our internal culture led by our core values are embedded across the business and help to define and shape our working relationships and how we aspire to behave daily. In addition to this, you will possess the following:

A minimum of 2 years of experience in a customer-facing role within a quality

management environment.

• Demonstrated experience in process optimisation and team leadership.
• Prior experience in implementing or sustaining ISO9001 and ISO14001 systems.
• Exceptional interpersonal and communication skills, both written and verbal.
• Strong analytical abilities with experience in data analytics tools and reporting.
• Advanced computer literacy, proficient in Microsoft Office Suite and other business software.
• Certifications in Quality Management Systems (e.g., ISO 9001) are highly desirable.

Qualifications

• Essential: BTEC Level 3 in Mechanical or Electrical engineering
• Desirable: ONC/HNC - Engineering qualification in Mechanical or electrical engineering
• Desirable: ISO 9001:2015 Internal Auditor (training can be provided)

Experience

• Essential: Minimum of 2 years engineering or manufacturing experience.
• Essential: Minimum of 2 years quality assurance experience.
• Essential: Working knowledge of MS Office (Word, Excel & PowerPoint)
• Essential: Ability to read and understand technical drawings
• Desirable: Internal auditing

Knowledge / IT Software

• Essential: The ability to read and understand engineering drawings.
• Essential: Working knowledge of SAP
• Desirable: SAP Business 1 knowledge and experience.