Customer Quality Engineer

Emerson Electric Co; Coahuila; Remote; MXN 350,000 - 550,000; Full time

Job summary

Emerson Electric Co. is seeking a Customer Quality Engineer to drive resolution of customer complaints and RMAs while leading root-cause investigations and CAPA programs. You will coordinate cross-functional teams, monitor quality KPIs, and ensure adherence to CSRs and standards.

You will communicate findings and improvements to customers and internal leaders, prepare quality reports, and support audits and continuous improvement initiatives in a dynamic manufacturing environment.

Qualifications

• Bachelor's degree in engineering.
• 5+ years of relevant work experience.
• Fluent in English.
• Customer Complaint Management.
• Problem-solving methodologies (8D, 5 Whys, Ishikawa, A3, DMAIC).
• Root Cause Analysis (RCA) and corrective action validation.
• Return Material Authorization (RMA) process management.
• Quality Core Tools: APQP, PPAP, PFMEA, Control Plan, and MSA.
• Engineering drawing interpretation, GD&T, and customer specifications.
• Statistical analysis and quality KPI management.
• Knowledge of IATF 16949, ISO 9001, and CSRs.
• Proficiency in ERP systems, databases, and customer complaint tracking tools.
• Lean Manufacturing and Six Sigma methodologies.

Responsibilities

• Manage customer complaints, RMAs, and quality-related escalations through effective resolution and closure.
• Lead root cause investigations and implement corrective and preventive actions using structured problem-solving methodologies.
• Coordinate cross-functional teams to contain issues, resolve customer concerns, and prevent recurrence.
• Monitor and communicate customer quality KPIs, including complaints, response times, returns, and cost of poor quality.
• Ensure compliance with customer-specific requirements, quality standards, and corporate procedures.
• Support customer audits, quality reviews, and continuous improvement initiatives.
• Maintain effective communication with customers regarding quality performance, investigations, and corrective actions.
• Prepare and present quality reports, performance metrics, and improvement plans to management.
• Drive customer satisfaction through proactive quality management and continuous improvement efforts.

Skills

Customer Complaint Management

Problem-Solving Methodologies

Root Cause Analysis (RCA)

RMA Process Management

Quality Core Tools

Engineering Drawing Interpretation

GD&T

Statistical Analysis

Quality KPI Management

IATF 16949 / ISO 9001

CSRs Knowledge

ERP Systems

Databases

Customer Complaint Tracking Tools

Lean Manufacturing

Six Sigma

Conflict Management

Executive-Level Reporting

Education

Bachelor's degree in engineering

Tools

ERP systems

Databases

Tracking tools

Job description

In This Role, Your Responsibilities Will Be:

The Customer Quality Engineer is responsible for ensuring customer satisfaction by managing and resolving quality-related issues, including customer complaints, returned material analysis (RMA), corrective and preventive actions and customer quality performance metrics. This role serves as the primary interface between customers and internal teams on quality matters, driving effective problem-solving and continuous improvement initiatives.

Who You Are:

• Manage customer complaints, RMAs, and quality-related escalations through effective resolution and closure.


• Lead root cause investigations and implement corrective and preventive actions using structured problem-solving methodologies.


• Coordinate cross-functional teams to contain issues, resolve customer concerns, and prevent recurrence.


• Monitor and communicate customer quality KPIs, including complaints, response times, returns, and cost of poor quality.


• Ensure compliance with customer-specific requirements, quality standards, and corporate procedures.


• Support customer audits, quality reviews, and continuous improvement initiatives.


• Maintain effective communication with customers regarding quality performance, investigations, and corrective actions.


• Prepare and present quality reports, performance metrics, and improvement plans to management.


• Drive customer satisfaction through proactive quality management and continuous improvement efforts.

For This Role, You Will Need:

• + 5 years of relevant work experience


• Bachelor's degree in engineering


• Fluent in English


• Customer Compliant Management


• Problem-solving methodologies (8D, 5 Whys, Ishikawa, A3, DMAIC).


• Root Cause Analysis (RCA) and corrective action validation.


• Return Material Authorization (RMA) process management.


• Quality Core Tools: APQP, PPAP, PFMEA, Control Plan, and MSA.


• Engineering drawing interpretation, GD&T, and customer specifications.


• Statistical analysis and quality KPI management.


• Knowledge of IATF 16949, ISO 9001, and Customer-Specific Requirements (CSRs).


• Proficiency in ERP systems, databases, and customer complaint tracking tools.


• Lean Manufacturing and Six Sigma methodologies.


• Ability to interact with customers and manage conflict situations professionally.


• Executive-level presentation of quality results and reports.


• Negotiation and objection-handling skills.

Preferred Qualifications That Set You Apart:

• Customer Focus


• Problem Solving and Analytical Thinking


• Communication and Influencing Skills


• Continuous Improvement Mindset


• Project Management


• Teamwork and Collaboration


• Results Orientation

Our Culture & Commitment to You:

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives- because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.

We recognize the importance of employee wellbeing. We prioritize providing flexible, competitive benefits plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave