Customer Quality Engineer

Norton Motorcycles, Inc.; Metropolitan Borough of Solihull; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salary package

33 days holiday (inc. Bank Hols)

Generous pension scheme

Private Medical Insurance

Life insurance (4x salary)

Free fruit

WeCare Employee Assistance Programme

Ideas for Excellence scheme

Twice-yearly employee events

Free electric bicycle hire

On-site free parking & free EV charge

Job summary

Norton Motorcycles, Inc. in Solihull is seeking a Customer Quality Engineer (CQE) to manage customer-facing quality issues and collaborate with production and engineering to improve product reliability and customer satisfaction.

You will drive root cause analysis, CAPA, and cross-functional problem-solving to protect Norton’s brand reputation. The role requires a degree in a relevant engineering field and proven experience in customer quality or warranty engineering, preferably in automotive or

Qualifications

• Degree in Mechanical, Automotive, Manufacturing Engineering, or related discipline, or equivalent experience.
• Proven experience in a customer quality, field quality, or warranty engineering role, ideally within the automotive or motorcycle industry
• Strong knowledge of quality tools and methodologies (8D, FMEA, APQP, PPAP, SPC)
• Excellent problem-solving and root cause analysis skills
• Strong communication and interpersonal skills; able to influence cross-functional teams
• Customer-focused mindset with a proactive approach to issue resolution
• Ability to work under pressure and manage multiple priorities effectively

Responsibilities

• Act as the primary point of contact for customer quality issues, complaints, and feedback
• Investigate and analyse quality concerns reported by customers, dealers, or field service teams
• Lead root cause analysis (RCA) and implement corrective and preventive actions (CAPA) to resolve customer issues
• Collaborate with engineering, manufacturing, supplier quality, and after-sales teams to prevent recurrence of quality problems
• Track and report customer quality metrics and trends to management
• Support warranty analysis, including claims review, defect classification, and reporting
• Provide technical guidance and training to dealer networks and service teams as required
• Ensure compliance with regulatory requirements and internal quality standards
• Participate in product launches to proactively address potential quality risks from a customer perspective

Skills

Quality tools

Problem solving

Communication

Cross-functional collaboration

Working under pressure

Education

Bachelor's degree in Mechanical/Automotive/Manufacturing Engineering

Tools

8D

FMEA

APQP

PPAP

SPC

Job description

We’re not just another bike brand - we’re an iconic, British motorcycle brand with over 120 years of history behind us. Our new state-of-the-art facilities in Solihull, West Midlands are home to a tight-knit, but ever-expanding team that’s passionate about delivering exquisite riding experiences to our customers.

Under new ownership and proud to be part of the TVS Motor family, we’re entering a new era of global success. And we want you to be a part of it!

At Norton, we value respect, trust, and responsibility. We trust our employees to execute their roles exceptionally and professionally, and we value personal development, teaching, and learning. When you join our team, you’ll have the opportunity to grow and learn alongside some of the most talented and dedicated people in the business.

So if you’re passionate about motorcycles and looking to join a team that’s shaping the future of this legendary brand, we’d love to hear from you!

The Role

The Customer Quality Engineer (CQE) is responsible for ensuring that customer-facing quality issues are effectively managed and resolved. Acting as the bridge between the customer, production, and engineering teams, you will drive continuous improvement to enhance product reliability, customer satisfaction, and Norton’s brand reputation.

Key Responsibilities

• Act as the primary point of contact for customer quality issues, complaints, and feedback

• Investigate and analyse quality concerns reported by customers, dealers, or field service teams

• Lead root cause analysis (RCA) and implement corrective and preventive actions (CAPA) to resolve customer issues

• Collaborate with engineering, manufacturing, supplier quality, and after-sales teams to prevent recurrence of quality problems

• Track and report customer quality metrics and trends to management

• Support warranty analysis, including claims review, defect classification, and reporting

• Provide technical guidance and training to dealer networks and service teams as required

• Ensure compliance with regulatory requirements and internal quality standards

• Participate in product launches to proactively address potential quality risks from a customer perspective

Skills & Experience

• Degree in Mechanical, Automotive, Manufacturing Engineering, or related discipline, or equivalent experience

• Proven experience in a customer quality, field quality, or warranty engineering role, ideally within the automotive or motorcycle industry

• Strong knowledge of quality tools and methodologies (8D, FMEA, APQP, PPAP, SPC)

• Excellent problem-solving and root cause analysis skills

• Strong communication and interpersonal skills; able to influence cross-functional teams

• Customer-focused mindset with a proactive approach to issue resolution

• Ability to work under pressure and manage multiple priorities effectively

Rewards of working for Norton:

We like to take care of our Nortoneers and we think we offer some pretty decent rewards. Here’s what you’ll get when you join the team:

• Competitive salary package that recognises your skills and experience

• 33 days of holiday (inc. Bank Hols) to relax and recharge

• Generous pension scheme that sets you up for the future, with access to personalised advice.

• Private Medical Insurance and a Cash Back Programme to keep you feeling your best

• Life insurance (4x salary) because we’ve got your back no matter what

• FREE fruit, got to have your five-a-day!

• WeCare Employee Assistance Programme, which includes access to online GP services, dietary advice, mental health support, bereavement counselling, and a fitness programme

• Experience the thrill of an entrepreneurial environment within a larger, well-funded company with ambitious long-term goals.

• Elevate your career with our Ideas for Excellence scheme, where every brilliant idea is not just valued, but also rewarded!

• A diverse and international team that brings together different perspectives, backgrounds, and experiences.

• Join the fun with our twice-yearly employee events, payday socials, and loads of exciting activities in between!

• Want to go green? You can enjoy free electric bicycle hire

• Plus, no need to stress about finding a parking spot - we’ve got on‑site free parking covered and FREE electric charge points.

We know how important it is to take care of our team, and we’re committed to continually improving our reward offering in line with the business growth plan.

Join us and see for yourself!