Customer Quality Engineer: Lead RCA & Continuous Improvement

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

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.