Customer Quality Engineer

Ziehl-Abegg-2; Winston-Salem (NC); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Tuition Reimbursement Program

Health, Dental and Vision options

Company-paid Life insurance

Short and Long-Term Disability

Parental leave

401(k) retirement account with company

PTO 20 days

11 holidays

Career advancement and training

Job summary

ZIEHL-ABEGG is seeking a Customer Quality Engineer in Winston-Salem, NC. You will manage customer complaints, perform technical troubleshooting, coordinate service interventions, and document cases while driving continuous product quality improvements.

You will bridge customers and internal teams, analyze failures, support onsite or remote diagnostics, and contribute to cross-functional initiatives to enhance service quality and customer satisfaction.

Qualifications

• Bachelor's degree in mechanical or electrical engineering or related field.
• Minimum 2 years in technical service, quality engineering, or customer support.
• Proficient in MS Office; ERP systems experience a plus.

Responsibilities

• Analyse and evaluate customer complaints to identify patterns.
• Respond to customer complaints within 24 hours of receipt.
• Coordinate on-site or remote diagnostics and repairs with service providers.
• Perform electrical and mechanical troubleshooting of returned products.
• Maintain records and create inspection reports, quotes, invoices, and credits.
• Collaborate with Service Admins, Sales, R&D, Production and Finance.

Skills

Manufacturing experience

Customer support

Troubleshooting

Strong communication

Documentation skills

Education

Bachelor's degree

Tools

ERP systems

QSYS

Job description

• Location 4971 Millennium Drive,Winston-Salem, NC, 27107,United States
• Industry manufacturing
• Employee Type FT Exempt
• Required Degree 4 Year Degree
• Travel 50%
• Manage Others No

With over 100 years' accumulated experience, ZIEHL-ABEGG is the world leading fan and motor manufacturer. We are the proven leader in the fan and ventilation market, providing innovative and energy efficient solutions to our business partners and customers.

The Customer Quality Engineer is responsible for managing and resolving customer quality issues through technical evaluation, root cause analysis, and structured complaint resolution processes. This customer facing role bridges the gap between customers and internal teams by providing expert troubleshooting, coordinating service interventions, and ensuring continuous improvement in product quality and customer satisfaction.

Customer Quality Engineer

Your main responsibilities will be:

Customer Complaint Management

• Analyze and evaluate customer complaints to identify known error patterns.


• Respond to customer complaints within 24 hours of receipt.


• Coordinate with service providers for on-site or remote diagnostics and repairs.

Technical Troubleshooting & Support

• Perform electrical and mechanical troubleshooting of returned products.


• Conduct on-site visits for diagnostics and repairs.


• Ensure proper operation of equipment before leaving customer premises.


• Assist in product failure analysis and root cause investigations.

Service Coordination & Documentation

• Coordinate customer escalations within Service Organization.


• Analyze failing parts and communicate technical findings.


• Maintain accurate records within ZA systems.


• Create and issue inspection reports, quotes, invoices, and credit memos.

Customer & Internal Collaboration

• Function as a technical resource for customers and internal teams.


• Support Service Admins, Sales, R&D, Production, and Finance with quality and service-related insights.


• Provide training and contribute to process improvements within the department.

Job Requirements

• Bachelor's degree in mechanical engineering, electrical engineering, or a related field.


• Preferred experience supporting data center applications, equipment, or customers.


• Minimum 2 years of relevant experience in technical service, quality engineering, or customer support.


• Strong mechanical aptitude and hands-on troubleshooting skills.


• Excellent communication and customer service skills.


• Proficiency in MS Office; experience with ERP systems and QSYS is a plus.


• Familiarity with 5S, Six Sigma, and structured problem-solving methodologies.

Skills

• Experience in a manufacturing or technical service environment.


• Ability to work independently and collaboratively across departments.


• Strong organizational and documentation skills.


• Familiar with metric system (beneficial)


• The ability and willingness to learn and identify opportunities for improvement.


• Ability to identify bottlenecks in production and communicate to appropriate supervision/department.


• Ability to perform daily tasks with no supervision.


• Ability to train new hires and operate all of the machines within the production area.

We offer

• Tuition Reimbursement Program- We encourage team members to continue their education to support their current or future work.


• We offer a comprehensive benefits package including Health, Dental and Vision options.


• Company-paid Life insurance, Short and Long-Term Disability insurance, and Parental leave.


• 401(k) retirement account with a generous company match


• Phenomenal work life balance offering twenty (20) days of Paid Time Off (PTO) per calendar year.


• Holidays totaling eleven days (11) per calendar year including a floating holiday of employee's choice.


• Career advancement and training opportunities

We welcome candidates from all backgrounds and are dedicated to providing an inclusive environment where everyone feels valued and supported.