Customer Quality Engineer

Cummins Inc.; Ciudad Juárez; On-site; MXN 450,000 - 650,000; Full time

Job summary

Cummins Inc. in Ciudad Juárez, Chihuahua seeks a Customer Quality Engineer to drive quality improvements and resolve customer concerns. The role emphasizes leading investigations, coordinating warranty actions, and aligning with cross-functional teams on APQP, PPAP, and Safe Launch initiatives.

The ideal candidate has a strong quality background, experience supervising technicians, and fluency in English, with a focus on preventing recurrence of issues and delivering customer satisfaction.

Qualifications

• Bachelor's degree in Industrial Engineering, Quality Engineering, Manufacturing Engineering, Quality Management Systems Engineering, or a related field.
• Minimum of 3 years of experience in quality, customer support, manufacturing, or related functions.
• Experience managing customer complaints, warranty processes, and corrective actions.
• Experience supervising Quality Technicians and Inspectors.
• Experience working with cross-functional teams to resolve complex quality issues.

Responsibilities

• Manage and follow up on internal and external customer complaints, concerns, and escalations, ensuring timely and effective resolution.
• Lead quality investigations using structured problem-solving methodologies to identify root causes and implement corrective and preventive actions.
• Coordinate and manage warranty processes, including defective part analysis and communication of results to customers.
• Serve as the quality focal point for customers, providing technical responses and follow-up on product and process-related claims.
• Supervise and guide the activities of Quality Technicians and Inspectors to ensure compliance with established standards.
• Participate in the implementation and launch of new products and processes, including APQP, PPAP, Safe Launch, and VPI.
• Monitor quality performance indicators and utilize customer-focused metrics to prioritize actions and improvement opportunities.
• Develop and implement continuous improvement initiatives using Lean, Six Sigma, and quality methodologies.
• Collaborate with Operations, Manufacturing, Quality, Product Engineering, Controls, and Supply Chain teams to resolve complex issues and prevent recurrence.
• Maintain effective communication with customers, suppliers, and internal teams to ensure alignment of quality expectations and requirements.
• Contribute to the achievement of strategic quality objectives and the continuous improvement of business processes.

Skills

APQP

PPAP

FMEA

SPC

CPK

VPI

Safe Launch

Lean

Six Sigma

Quality metrics

Quality project management

Quality management systems

Education

Bachelor's degree in Industrial Engineering or related

Tools

None

Job description

We are looking for a talented Customer Quality Engineer to join our specialized QUALITY team at Cummins in Ciudad Juárez, Chihuahua.

In this role, you will make an impact in the following ways:

• Manage and follow up on internal and external customer complaints, concerns, and escalations, ensuring timely and effective resolution.
• Lead quality investigations using structured problem-solving methodologies to identify root causes and implement corrective and preventive actions.
• Coordinate and manage warranty processes, including defective part analysis and communication of results to customers.
• Serve as the quality focal point for customers, providing technical responses and follow-up on product and process-related claims.
• Supervise and guide the activities of Quality Technicians and Inspectors to ensure compliance with established standards.
• Participate in the implementation and launch of new products and processes, including activities related to APQP, PPAP, Safe Launch, and VPI.
• Monitor quality performance indicators and utilize customer-focused metrics to prioritize actions and improvement opportunities.
• Develop and implement continuous improvement initiatives using Lean, Six Sigma, and quality methodologies.
• Collaborate with Operations, Manufacturing, Quality, Product Engineering, Controls, and Supply Chain teams to resolve complex issues and prevent recurrence.
• Maintain effective communication with customers, suppliers, and internal teams to ensure alignment of quality expectations and requirements.
• Contribute to the achievement of strategic quality objectives and the continuous improvement of business processes.

To be successful in this role, you will need the following:

• Knowledge of Advanced Product Quality Planning (APQP) and Production Part Approval Process (PPAP).
• Knowledge of Failure Mode and Effects Analysis (FMEA), Control Plans, and quality risk prevention methodologies.
• Knowledge of Statistical Process Control (SPC) and Process Capability Analysis (CPK).
• Knowledge of New Product Introduction and Validation (VPI) processes and Safe Launch methodologies.
• Knowledge of customer support processes, warranty management, and quality complaint handling.
• Knowledge of problem-solving methodologies, root cause analysis, and corrective actions.
• Knowledge of continuous improvement tools, Lean Manufacturing, and Six Sigma.
• Knowledge of quality project management and performance metrics tracking.
• Knowledge of quality management systems, manufacturing processes, and supply chain operations.
• Knowledge of Quality 4.0 and digitalization applied to quality management.
• Advanced conversational English preferred.

Education

• Bachelor's degree in Industrial Engineering, Quality Engineering, Manufacturing Engineering, Quality Management Systems Engineering, or a related field.

Experience

• Minimum of 3 years of experience in quality, customer support, manufacturing, or related functions.
• Experience managing customer complaints, warranty processes, and corrective actions.
• Experience supervising Quality Technicians and Inspectors.
• Participation in new product introduction and manufacturing process implementation.
• Experience working with cross-functional teams to resolve complex quality issues.
• Experience in manufacturing environments with direct interaction with customers and suppliers.