Customer Quality Engineer

Aspen Aerogels, Inc.; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Aspen Aerogels, Inc. is seeking a Customer Quality Engineer for a fully remote role based in the United States or Mexico. You will act as the face of quality for key customers, lead APQP and warranty processes, and drive improvement initiatives across product lines.

Responsibilities include maintaining KPIs, coordinating audits, and supporting on-site activities as needed. Travel approximately 30% may be required, and strong communication is essential.

Qualifications

• Bachelor's Degree in engineering or related field.
• Minimum 4 years as Quality Engineer in manufacturing.
• Experience applying DMAIC, 8D, 5 Whys, SPC and GR&R.
• Strong communication skills (written and verbal).
• Certifications: internal auditor ISO/TS or similar preferred.

Responsibilities

• Provide technical support to external customers in Aspen’s Aerogel Materials business.
• Establish positive relationships with strategic customers to drive quality improvements.
• Lead APQP, 0K and warranty claim processes; manage quality negotiations.
• Monitor KPIs like customer complaints and 8D closures; ensure timely responses.
• Coordinate audits and lead closure of findings; support on-site as needed.

Skills

Quality engineering

DMAIC methodology

8D problem solving

SPC analysis

Customer-facing communication

Education

Bachelor's Degree in Engineering

Tools

Statistical software (JMP/Minitab)

Job description

Aspen is a technology leader in sustainability and electrification solutions. The Company's aerogel technology enables its customers and partners to achieve their own objectives around the global megatrends of resource efficiency, e-mobility, and clean energy. Aspen's PyroThin® products enable solutions to thermal runaway challenges within the electric vehicle ("EV") market. The Company's Cryogel® and Pyrogel® products are valued by the world's largest energy infrastructure companies. Aspen's strategy is to partner with world-class industry leaders to leverage its Aerogel Technology Platform® into additional high-value markets. Aspen is headquartered in Northborough, Mass.

What we value-

At Aspen, our values reflect who we are and how we work both with each other and our customers, suppliers, and communities. They shape our interactions, guide our decisions, and inspire us to bring our best.Whether collaborating internally or externally, our values drive us to make a meaningful impact within Aspen and in all our relationships.

Aspen’s CORE Values

We Do the Right Thing

We are Problem Solvers

We are Allies

We Drive Forward

What you will do-

Aspen is looking for an engaging, motivated, and dynamic Customer Quality Engineer to provide technical support to external customers in Aspen’s Aerogel Material business. The Customer Quality Engineer plays a key role in being the face of the Quality organization in day-to-day engagement with customers.

The Customer Quality Engineer is responsible for establishing a positive working relationship with strategic customers to drive quality improvements. The Engineer shall represent the Voice of the Customer related to quality issues. The customer service level shall be aligned with Aspen’s strategic direction and priority.

This is a fully remote position that may be based in either the United States or Mexico. Candidates must be authorized to work in their country of residence and meet applicable employment requirements.

How will you do it-

• With the Quality Manager of the Site is the main contact with the customer when a Quality Issue is issued.
• Responsible to Manage APQP, 0K and warranty claims.
• With support of the Liaison Engineers and Quality Management ensure proper negotiation with customers about quality claims, ppm’s and customer quality charge backs.
• Responsible to keep up to date the following KPI: Customer Complaints, 8d closure and responsiveness , sorting and customer charge backs.
• Responsible to keep up to date the warranty System Portal (when applicable)
• Expert on problem solving tools as: 8d, DMAIC, FTA etc.
• Quality subject matter expert for a group of products in manufacturing. Provide onsite support, as needed.
• Primary technical point of contact for customer complaints, changes to existing products and PPAP submittals.
• Lead role in driving timely customer complaint closure within Aspen
• Customer Score Card/Satisfaction – Responsible for monitoring, tracking, and driving improvement in the customer score card related to product and delivery issues
• Customer Specific Requirements – intimate knowledge of requirements and translate/communicate requirements within Aspen and assure compliance
• Customer Audits – Responsible for coordination of audits and leading closure of findings.
• Responsible to define and manage the support on site with customer through the liaison engineers and third sorting companies.
• Responsible to Manage with the Aspen Sites the approval and forecast calculation for the total cost of sorting activities in customer sites.
• Responsible to follow with the Aspen Sites the Closure of the 8d to the programs assigned to his / her role.
• Internal - Aspen responsibilities:
  • Responsible to Lead AIMS and CAPA process to all the programs assigned to their role.
  • Understand the customer application and product requirements. Translate and communicate the requirements into Aspen’s product design and manufacturing activities to drive improvement and customer satisfaction.
  • Actively participate in Aspen’s Product Development and APQP process, representing the voice of the customer.
  • Lead and coordinate cross functional activities targeted at customer complaints resolution and customer facing quality improvement programs
  • Engage in customer calls and meetings on program development, launch, and iteration.
  • Participate in RFQ’s for new programs as the quality representative
• Performs other related duties as assigned by management.
• Adopt and follow Aspen’s core values of Safety, Quality, Integrity, Teamwork, Customer and Innovation on both a personal and professional level.

Why you are right for the job-

• Bachelor's Degree (BA) in engineering or related discipline from four-year college or university, or equivalent combination of education and experience. Desire to have masters.
• Minimum 4 years as Quality Engineer, or equivalent experience within a manufacturing company.
• Track record in quality improvement through the use of the DMAIC process, 8D, 5 Why’s, SPC and GR&R. Six sigma Green Belt certified, desire to be black belt.
• Presentation and MS Office skills (excel/power point), Statistical Analysis Software JMP or Minitab
• Excellent communication skills that focus on clarity and simplicity, both written and oral.
• Certifications: Internal Auditor IATF 16494:2016 and VDA 6.3 & 6.5 Certified; Quality System Management.
• Willingness to travel approximately 30% as needed.

What to expect-

Physical Demands and Work Environment:

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