Customer Quality Liaison

Caterpillar Brazil; Shrewsbury; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

25 days annual leave

Bonus up to 6%

Pension scheme – Caterpillar matches

Share scheme – Caterpillar matches 50%

Flexible benefits including health/dan

EV car lease

Holiday purchase

Job summary

Caterpillar Defense at Shrewsbury seeks a Customer Quality Liaison to bridge between customers and internal teams, driving investigations and corrective actions. You will handle warranty issues, coordinate technical inquiries, and work with manufacturing, engineering, and supplier quality to ensure effective problem resolution.

The role emphasizes quality, engineering or technical backgrounds, strong data analysis, and clear communication with customers and internal stakeholders.

Qualifications

• Experience in manufacturing, engineering, technical or quality environments.
• Ability to analyze data and identify root causes.
• Strong communication and stakeholder management abilities.

Responsibilities

• Act as the primary liaison for customer quality concerns and warranty investigations.
• Coordinate technical investigations from notification to resolution.
• Support product strip-down, inspection and root cause analysis.
• Work with Manufacturing, Engineering and Supplier Quality to implement corrective actions.
• Analyse warranty and field data to spot trends and issues.
• Prepare investigation reports and communicate findings to customers and internal teams.

Skills

Analytical skills

Communication

Stakeholder management

Multitasking

Cross-functional teamwork

Job description

Career Area: Operations

Job Title: Customer Quality Liaison

Salary: £19.72 per hour

Location: Shrewsbury

Benefits

• 25 days annual leave
• Up to 6% Bonus
• Contributory pension scheme – Caterpillar will double the employee’s contribution
• Up to 10% Contributory share scheme – Caterpillar will match 50% of the employee’s contribution
• Optional flexible benefits including access to health and dental care plans, EV car lease, holiday purchase

About Caterpillar Defense

Caterpillar Defense at Shrewsbury is responsible for the design, development and integration of engine and drivetrain packages to meet the needs of tracked and wheeled military products globally. The facility also provides remanufacturing services for industrial military engines, components and transmissions.

About the Role

Are you passionate about solving technical problems, investigating product quality concerns, and driving continuous improvement? We are looking for a Customer Quality Liaison to join our Quality team. This role acts as the key link between our customers and internal teams, ensuring customer concerns, warranty issues, and product quality investigations are resolved effectively and translated into meaningful improvements across the business. You will work closely with customers, manufacturing, engineering, supplier quality, and operations teams to understand product issues, facilitate investigations, identify root causes, and drive corrective actions. This is not a retail customer service role. We are seeking someone with a quality, manufacturing, engineering, or technical background who enjoys understanding how products work and solving complex problems.

What You'll Be Doing

• Act as the primary quality contact for customer quality concerns and warranty investigations
• Coordinate technical investigations from initial notification through to resolution
• Support product strip-down, inspection, and root cause analysis activities
• Work with Manufacturing, Engineering, Supplier Quality, and Process teams to identify and implement corrective actions
• Analyse warranty and field performance data to identify trends and recurring issues
• Prepare investigation reports and communicate findings to customers and internal stakeholders
• Ensure customer feedback and lessons learned are embedded into products and processes
• Support containment activities where product quality concerns arise
• Represent the voice of the customer within the business

What We're Looking For

Essential

• Essential Experience within a manufacturing, engineering, technical, or quality environment
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management abilities
• Ability to manage multiple investigations and priorities
• Confidence working with cross-functional teams

Desirable

• Quality Engineering or Manufacturing Engineering experience
• Knowledge of warranty processes and customer investigations
• Experience of root cause analysis methodologies such as 8D, 5 Why, or Fishbone
• Understanding of quality management systems and continuous improvement principles
• Experience interacting directly with customers on technical matters

About Caterpillar

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For over 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced‑carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

NB. The panel cannot make assumptions when shortlisting therefore please demonstrate your qualifications and experience on your CV relevant to the criteria outlined. Pending the number of applications, the criteria for the position may be enhanced to facilitate shortlisting.

This job is subject to U.S. and U.K. rules concerning the export and protection of controlled or protected technologies or information, including, but not limited to, U.S. State Department regulations at International Traffic in Arms (ITAR), 22 C.F.R. 120 et. seq.; the Export Administration Regulation, 15 C.F.R. 730-774; and the Foreign Assets Control Regulations, 31 C.F.R. 500-598, and the United Kingdom Official Secrets Act 1989 (collectively, “Export Control and Protection of Information Laws”), and you may be subjected to additional security screening / checking.

Posting Dates: August 24, 2026 - September 7, 2026

Caterpillar is an Equal Opportunity Employer.

Qualified applicants of any age are encouraged to apply.

There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar. Our culture, like everything at our company, is made possible by each employee’s contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we’ve built.