Customer Quality Engineer – Electrical

Norton Motorcycles, Inc.; Metropolitan Borough of Solihull; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

On-site parking

Free electric vehicle charging points

Private medical insurance

Pension scheme

Job summary

Norton Motorcycles, Inc. in Solihull is seeking a Customer Quality Engineer – Electrical to lead investigation and resolution of customer-facing electrical, electronic and software quality concerns.

You will work across Customer Care, Aftersales, Electrical/Electronic Engineering, Software and Manufacturing to drive permanent solutions. The role requires diagnosing complex faults, analysing CAN networks and ECU data, and delivering clear corrective actions while supporting product launches and

Qualifications

• Degree or equivalent in Electrical/Automotive/Mechatronic/Systems Engineering.
• Strong experience in automotive or motorcycle electrical diagnostics.
• Fluency with CAN-based networks, ECUs, sensors and software-controlled functions.
• Experience using OEM diagnostic equipment and electrical test tools.
• Ability to read wiring diagrams and interpret electrical specs.
• Experience diagnosing intermittent electrical faults.
• Understanding of software configuration and reflashing processes.
• Proficiency with quality tools such as 8D, FMEA, APQP and PPAP.

Responsibilities

• Act as the Customer Quality technical specialist for electrical, electronic, diagnostic and software-related concerns.
• Investigate electrical issues reported by customers, dealers, field service teams and regional quality personnel.
• Lead containment, root cause analysis and permanent resolution of electrical field concerns.
• Define containment and repair instructions for dealer networks.
• Support software updates, calibration changes and reflashing campaigns.
• Produce technical reports and communicate electrical quality risks to senior management.
• Travel to dealers, suppliers or customer locations when required.

Skills

Electrical diagnostics

CAN-based vehicle networks

Software-controlled functions

Structured problem solving

Reading wiring diagrams

Intermittent fault diagnosis

Communication with cross-functional

Education

Degree, apprenticeship or equivalent in Electrical/Electronic/Automotive/Mechatronic/Systems Engineering

Tools

OEM diagnostic equipment

Electrical test equipment

CAN analysis tools

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 – Electrical is responsible for the investigation, resolution and prevention of customer-facing electrical, electronic and software-related quality concerns.

Modern Norton motorcycles incorporate multiple electronic control units, CAN communication networks, sensors, actuators, rider systems and software-controlled vehicle functions. The role will act as the Customer Quality technical specialist for these systems, working between customers, dealers, Aftersales, Electrical and Electronic Engineering, Software, Manufacturing and Supplier Quality.

The successful candidate will be capable of investigating complex and intermittent electrical faults, interpreting diagnostic data and converting field evidence into clear engineering problem statements and corrective actions.

Key Responsibilities

• Act as the Customer Quality technical specialist for electrical, electronic, diagnostic and software-related concerns
• Investigate electrical issues reported by customers, dealers, field service teams and regional quality personnel
• Lead the containment, root cause analysis and permanent resolution of electrical and electronic field concerns
• Diagnose faults involving:
  • Electrical power distribution
  • Batteries, starting and charging systems
  • Wiring harnesses, connectors and terminals
  • Electronic control units
  • CAN communication networks
  • Sensors and actuators
  • Instrument clusters and displays
  • Lighting and signalling systems
  • Rider‑assistance and electronic vehicle systems
  • Software, calibration and reflashing
  • Intermittent electrical or communication faults
• Use diagnostic equipment, wiring diagrams, multimeters, oscilloscopes, CAN‑analysis tools and engineering software as appropriate
• Capture and interpret diagnostic trouble codes, CAN traces, freeze‑frame data, software versions and vehicle configuration information
• Work with Electrical and Electronic Engineering, Software, Manufacturing, Supplier Quality and Aftersales to establish root cause
• Translate customer descriptions and dealer reports into structured, reproducible engineering problem statements
• Lead structured problem‑solving activity using 8D, fault‑tree analysis, 5 Why and other appropriate quality tools
• Define immediate containment, diagnostic and repair instructions for dealer networks
• Support software updates, calibration changes, reflash campaigns and validation of permanent corrective actions
• Identify whether concerns are caused by hardware, software, vehicle configuration, manufacturing variation, supplier components or service activity
• Monitor warranty and field data to identify emerging electrical trends
• Provide technical support and training to dealer technicians and regional service teams
• Support returned‑component analysis and ensure relevant diagnostic evidence is captured before parts are replaced
• Support new product launches by reviewing electrical customer risks, diagnostic readiness and dealer repair capability
• Produce clear technical reports and communicate electrical quality risks to senior management
• Support safety, compliance or escalation investigations where an electrical concern could create a customer or regulatory risk

Skills & Experience

• Degree, apprenticeship or equivalent experience in Electrical, Electronic, Automotive, Mechatronic or Systems Engineering
• Strong experience in automotive or motorcycle electrical and electronic diagnostics
• Good understanding of CAN‑based vehicle networks, electronic control units, sensors, actuators and software‑controlled functions
• Experience using OEM diagnostic equipment and electrical test equipment
• Ability to read wiring diagrams, connector drawings, pin‑out information and electrical specifications
• Experience diagnosing intermittent and complex electrical faults
• Understanding of software configuration, calibration control and vehicle reflashing processes
• Strong knowledge of structured problem‑solving and quality tools, including 8D, FMEA, APQP and PPAP
• Ability to communicate effectively with software, electrical, manufacturing and dealer‑service teams
• Strong analytical capability and attention to diagnostic evidence
• Customer‑focused, with a proactive approach to issue resolution
• Motorcycle or automotive industry experience is strongly preferred
• Willingness to travel to dealers, suppliers or customer locations when required

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.