Customer Quality Engineer

SanDisk; Milpitas (CA); On-site; USD 148,000 - 251,000; Full time

Job summary

SanDisk is seeking a Customer Quality Engineer in Milpitas, CA, on-site. You will lead cross-functional efforts to resolve complex customer issues, drive quality improvements, and own end-to-end resolution processes for sustaining initiatives.

The role requires 8+ years in engineering with quality/reliability experience, strong communication skills, and a proven track record managing customer escalations in a semiconductor environment.

Qualifications

• Bachelor's degree in Engineering required.
• 8+ years of engineering experience with quality/reliability focus.
• Knowledge of 8D problem-solving methodology.

Responsibilities

• Collaborate with design/firmware, assembly and testing teams to resolve customer issues.
• Lead rapid response initiatives to address strategic customer issues with timely closure.
• Establish and monitor KPIs for strategic customer quality.
• Strengthen relationships with strategic customers as a trusted partner.
• Implement quality improvements to meet PPM and cycle-time targets.
• Manage customer escalations and develop closure strategies.
• Document and share lessons learned from new and sustaining initiatives.
• Own end-to-end sustaining customer issue resolution process.
• Monitor customer integration and field performance data.
• Participate in QBRs, audits and quality initiatives.

Skills

Analytical skills

Cross-functional collaboration

Verbal & written communication

Leadership

Education

Bachelor of Science in Engineering

Job description

General Information

Job Name

Customer Quality Engineer

Country/Region

United States of America

State

California

City

Milpitas

Work Location

Milpitas Office

Work Mode

Employees work on-site

Salary Range

$147,800 - $251,200

Exemption Status

Exempt

Business Function

Customer Quality Engineering

Employment Type

Full-time

Sandisk understands how people and businesses consume data and we relentlessly innovate to deliver solutions that enable today’s needs and tomorrow’s next big ideas. With a rich history of groundbreaking innovations in Flash and advanced memory technologies, our solutions have become the beating heart of the digital world we’re living in and that we have the power to shape.

Sandisk meets people and businesses at the intersection of their aspirations and the moment, enabling them to keep moving and pushing possibility forward. We do this through the balance of our powerhouse manufacturing capabilities and our industry-leading portfolio of products that are recognized globally for innovation, performance and quality.

Sandisk has two facilities recognized by the World Economic Forum as part of the Global Lighthouse Network for advanced 4IR innovations. These facilities were also recognized as Sustainability Lighthouses for breakthroughs in efficient operations. With our global reach, we ensure the global supply chain has access to the Flash memory it needs to keep our world moving forward.

Description

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Collaborate with internal technical organizations and teams (including design/firmware, assembly, and product testing) to resolve customer issues efficiently and effectively.
• Demonstrate strong leadership capabilities by managing complex issues to closure within established timelines and communicating outcomes clearly to all stakeholders.
• Lead rapid response initiatives to address strategic customer issues, minimizing escalations while ensuring customer satisfaction with response time and service quality.
• Establish and maintain positive performance indicators for strategic customer quality KPIs.
• Cultivate and strengthen relationships with strategic customers, positioning Sandisk as a trusted, reliable partner.
• Implement quality improvements to meet customer expectations regarding parts per million (PPM) of shipped products, corrective action report quality, and customer request cycle time.
• Manage customer escalations and develop comprehensive closure strategies.
• Document and communicate lessons learned from both new and sustaining product initiatives.
• Own the complete end-to-end sustaining customer issue resolution process.
• Monitor and analyze customer integration and field performance data.
• Participate in Quarterly Business Reviews (QBRs), audits, and lead customer quality initiatives to enhance overall quality scores.
• Maintain comprehensive knowledge of customer applications, workloads, and system requirements.
• Demonstrate thorough knowledge of Sandisk manufacturing processes, ensuring timely follow-through and maintaining a customer-centric focus.

Qualifications

Required Qualifications

• Bachelor of Science degree in Engineering (Electrical Engineering, Computer Science, or related field preferred)
• Minimum 8+ years of professional experience in engineering-related fields, with demonstrated expertise in product engineering, testing, failure analysis, validation, design, or firmware development
• Proven knowledge of quality and reliability principles, with proficiency in 8D problem-solving methodology

Skills

• Strong analytical and numerical capabilities with demonstrated project management and organizational skills
• Demonstrated ability to lead and collaborate effectively with cross-functional teams to resolve complex, critical customer issues
• Excellent verbal and written communication skills with strong presentation abilities for internal and external stakeholders

Preferred Qualifications

• Direct experience in semiconductor or solid-state drive (SSD) manufacturing or engineering
• Proven track record of developing and presenting quality updates to senior management and customers
• Experience managing customer escalations and driving quality initiatives in a customer-focused environment

Compensation & Benefits

• An employee’s pay position within the salary range may be based on several factors including but not limited to (1) relevant education; qualifications; certifications; and experience; (2) skills, ability, knowledge of the job; (3) performance, contribution and results; (4) geographic location; (5) shift; (6) internal and external equity; and (7) business and organizational needs.

• The salary range is what we believe to be the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range and this range is only applicable for jobs to be performed in California, Colorado, New York or remote jobs that can be performed in California, Colorado and New York. This range may be modified in the future.

• You will be eligible to participate in Sandisk's Short-Term Incentive (STI) Plan, which provides incentive awards based on Company and individual performance. Depending on your role and your performance, you may be eligible to participate in our annual Long-Term Incentive (LTI) program, which consists of restricted stock units (RSUs) or cash equivalents, pursuant to the terms of the LTI plan. Please note that not all roles are eligible to participate in the LTI program, and not all roles are eligible for equity under the LTI plan. RSU awards are also available to eligible new hires, subject to Sandisk's Standard Terms and Conditions for Restricted Stock Unit Awards.

• We offer a comprehensive package of benefits including paid vacation time; paid sick leave; medical/dental/vision insurance; life, accident and disability insurance; tax-advantaged flexible spending and health savings accounts; employee assistance program; other voluntary benefit programs such as supplemental life and AD&D, legal plan, pet insurance, critical illness, accident and hospital indemnity; tuition reimbursement; transit; the Applause Program, employee stock purchase plan, and the Sandisk's Savings 401(k) Plan.

• Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Additional Information

Sandisk is committed to providing equal opportunities to all applicants and employees and will not discriminate based on their race, color, ancestry, religion (including religious dress and grooming standards), sex (including pregnancy, childbirth or related medical conditions, breastfeeding or related medical conditions), gender (including a person’s gender identity, gender expression, and gender-related appearance and behavior, whether or not stereotypically associated with the person’s assigned sex at birth), age, national origin, sexual orientation, medical condition, marital status (including domestic partnership status), physical disability, mental disability, medical condition, genetic information, protected medical and family care leave, Civil Air Patrol status, military and veteran status, or other legally protected characteristics. We also prohibit harassment of any individual on any of the characteristics listed above. Our non-discrimination policy applies to all aspects of employment. We comply with the laws and regulations set forth in the Equal Employment Opportunity is the Law (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf) poster.

Sandisk thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.

Sandisk is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at [e-mail] to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.