QA Engineer, Customer Experience

Flowserve Corporation; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading flow control solutions provider located in Singapore is seeking a motivated Customer Experience Quality Engineer. This role involves managing customer complaints efficiently and ensuring customer satisfaction through effective communication and timely resolution of issues. Candidates should possess a relevant degree and strong skills in process management and problem resolution. This position offers a chance to contribute to an industry leader dedicated to innovative solutions for customer needs.

Qualifications

• Strong ability to manage processes and maintain accountability.
• Excellent communication and interpersonal skills.
• Strong attention to detail with the ability to document quality records.

Responsibilities

• Coordinate the CX program for customer complaints.
• Take ownership of the complaint process for timely resolution.
• Contact customers within one business day to gather details.
• Maintain consistent communication throughout the resolution process.
• Measure and track performance at each CX milestone.

Skills

Process management

Issue resolution

Customer communication

Attention to detail

Education

Degree in a relevant field

Job description

Company Overview

If a culture of excellence, innovation and ownership is what you’re searching for, consider putting your experience in motion at Flowserve. As an individual contributor, or as a leader of people, your enterprise mindset will ensure Flowserve’s position as the global standard in comprehensive flow control solutions. Here, your opportunity for professional development and industry leading rewards will be supported by our foundational commitments to the values of people first, integrity and safety. Thinking beyond opportunity and reward, at Flowserve, we are inspired by working together to create extraordinary flow control solutions to make the world better for everyone!

Role Summary

We are seeking a highly motivated Customer Experience (CX) Quality Engineer to serve as the primary point of contact for customers and ensure a seamless complaint management process. This role is responsible for initiating timely responses, streamlining issue resolution, and driving accountability across all CX milestones. The CX Quality Engineer will work closely with customers, sales teams, and internal departments to ensure concerns are addressed promptly and effectively, while maintaining clear communication and achieving customer satisfaction.

Responsibilities

• Coordinate the CX program to ensure all customer complaints are promptly acknowledged and addressed.
• Take ownership of the complaint process, both internally and externally, to ensure timely resolution.
• Record and validate all issues in Quality Quest and acknowledge them immediately upon receipt.
• Contact customers within one business day to introduce yourself, gather additional details, and set clear expectations for resolution.
• Develop and manage a resolution plan in collaboration with product specialists, engineering, and/or the originating factory.
• Maintain consistent communication with customers and sales teams throughout the resolution process.
• Measure and track performance at each CX milestone (acknowledge, communicate, contain, correct).
• Review and ensure the accuracy and appropriateness of Root Cause Analysis (RCA) and Corrective Actions (CA) for customer sharing.
• Confirm customer satisfaction and validate the effectiveness of corrective actions.
• Finalize and verify the completeness and accuracy of Quality Quest records before closure.
• Request approvals and submit cases for closure.
• Support the completion of long‑term corrective actions.
• Perform other duties as assigned.

Requirements

• Degree in a relevant field.
• Strong ability to manage processes, resolve issues, and maintain accountability.
• Excellent communication and interpersonal skills to collaborate with customers and internal stakeholders.
• Strong attention to detail with the ability to validate, document, and manage quality records.

Preferred Experience / Skills

• Background in Mechanical or Industrial Engineering.
• Knowledge of manufacturing processes.
• Familiarity with industry standards such as ASME, ISO 9001, ASTM, and API.
• Experience in team management and structured problem‑solving methodologies (8D, A3, DMAIC, 3x5 Whys, Fishbone, Cause & Effect).

Flowserve is a world‑leading manufacturer and aftermarket service provider of comprehensive flow control systems. Join a company whose people are committed to building a more sustainable future to make the world better for everyone. With 16,000+ employees in 50+ countries, we combine our global reach with local presence. Our team challenges themselves to approach each situation with ingenuity and creativity to help provide our customers with the most innovative flow control products and services. We support 10,000+ customers worldwide, creating products to meet the needs of our customers who are supplying energy, fresh water, pharmaceuticals and other essentials to consumers, businesses and governments globally. We invite you to put your talents and career in motion at Flowserve.

Req ID : R-17481

Job Family Group : Engineering

Job Family : EN Quality Engineering

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