Customer Quality & CX Improvement Engineer

Hanwha Power; Florida; On-site; USD 65,000 - 95,000; Full time

Job summary

Hanwha Power seeks a Senior Customer Quality role focused on improving the customer experience across PSM teams and global sites. You will own customer feedback, drive issue resolution, and coordinate surveys with Project Management to gather insights for actionable improvements.

You will collaborate with Sales, Product Quality, Field Service, and Engineering to ensure timely responses and communicate outcomes back to customers. A Bachelor’s degree in business or engineering is preferred.

Qualifications

• Bachelor’s Degree in Business Administration, Engineering or relevant field.
• Must complete EHS regulatory training per PSM’s EHS Training Matrix.
• 3+ years in a customer facing quality role; 5–7 years preferred.
• 3+ years in an engineering, manufacturing, or technology industry preferred.
• Strong ownership, team orientation, and closing speed.

Responsibilities

• Drive improvement of the PSM Customer Experience with CX metrics and issue resolution across global sites.
• Own customer feedback management including timeliness and adequacy of resolution.
• Manage customer event survey process with Project Management for issuance and collection.
• Interpret customer surveys and complaints and shepherd actions through RC/CA mechanisms.
• Interact with PSM Sales, Product Quality, Field Service and Service Engineering for issue resolution.
• Liaise with Engineering to ensure timely support for customer requests.
• Coordinate / manage Customer Information Letter (CIL) process and external CIL communications.
• Support onsite Customer Visits as needed.
• Other duties as assigned.

Skills

Customer-facing quality

Ownership and closing speed

Team-oriented

Written and verbal communication

Interpersonal skills

MS Office (Word, Excel, PowerPoint)

Travel flexibility

Education

Bachelor’s Degree in Business Administration

Bachelor’s Degree in Engineering

Job description

Hanwha Power seeks a Senior Customer Quality role focused on improving the customer experience across PSM teams and global sites. You will own customer feedback, drive issue resolution, and coordinate surveys with Project Management to gather insights for actionable improvements.

You will collaborate with Sales, Product Quality, Field Service, and Engineering to ensure timely responses and communicate outcomes back to customers. A Bachelor’s degree in business or engineering is preferred.