Customer Quality Engineer

What you'll do:

The Customer Quality Engineer is responsible for leading and managing all customer-related quality activities within the Eaton Sincan facility. This role focuses on ensuring customer satisfaction by providing timely, structured, and effective responses to customer quality issues, complaints, and quality performance concerns. The engineer will deliver clear communication to customers, maintain strong alignment with internal teams, and apply Eaton's QM systems to sustain high standards of quality performance.
The position requires strong analytical capabilities, diplomacy in customer communication, and the ability to drive fact-based problem solving without involving new product introduction activities. The Customer Quality Engineer ensures transparency, traceability, and compliance with customer-specific requirements while continuously focusing on improvement of existing product performance and customer experience."
Manage all customer complaints through CIM or equivalent systems, ensuring timely communication, containment actions, and complete documentation.
Lead root cause analysis and corrective actions using structured problem-solving tools (8D, RCA, FMEA).

Essential Functions:

• Provide regular updates to customers, ensuring clarity, transparency, and alignment with expectations.
• Coordinate cross-functional involvement (production, engineering, maintenance, supply chain) for rapid resolution of customer concerns.
• Monitor customer-specific KPIs (PPM, DPU, RCCA closure rate, complaint rate etc.) and coordinate improvement actions
• Analyze product performance trends, warranty data, and field issues to identify risks and improvement opportunities.
• Support implementation and adherence to EQMS quality frameworks.
• Drive preventive actions to avoid recurrence of issues and contribute to long-term quality stability.
• Maintain product and process traceability expectations aligned with automotive and customer requirements.
• Act as the primary quality contact for customers, delivering professional, diplomatic, and fact-based communication.
• Prepare and present customer quality reports, issue analyses, and improvement plans.
• Participate in customer meetings, audits, and quality reviews to represent Eaton Sincan's quality performance.
• Maintain strong knowledge of automotive expectations regarding responsiveness, documentation accuracy, and escalation protocols.
• Support error-proofing, process control, and data discipline to reinforce zero-defect culture.
• Coordinate product return (0-km, warranty) investigations and manage field return analysis.

• Bachelor's degree in Electrical Engineering, Electrical & Electronics Engineering, Mechanical Engineering, or related engineering discipline.
• Experience in quality engineering, customer quality, test/validation, or field quality roles within electrical equipment, power distribution, switchgear, or energy-related industries.
• Strong technical understanding of medium-voltage (MV) switchgear, electrical panels, protection components, and related power systems.
• Hands-on experience with product testing, routine/type tests, root cause analysis (RCA), and failure investigation in an industrial or manufacturing environment.
• Proven ability to manage customer complaints, warranty issues, and non-conformities through structured problem-solving approaches (e.g. 8D, 5 Why, Fishbone).
• Solid knowledge of quality tools and methodologies, including FMEA, control plans, SPC, and corrective/preventive actions.
• Familiarity with ISO 900,IEC standards (62271_200) and quality management system requirements; audit experience is a plus.
• Ability to work cross-functionally with manufacturing, test, engineering, service, and supply chain teams to improve product and process quality.
• Strong analytical skills with the capability to interpret test results, technical data, and customer feedback.
• Good communication skills in English; ability to interact directly with customers and international stakeholders.
• Proactive mindset with a focus on preventing recurrence, long-term quality improvement, and customer satisfaction.

• Competitive compensation and benefits package
• Challenging projects in dynamic collaborative team
• We make your aspirations matter - Eaton encourages internal promotion, whenever possible
• We make your growth matter - We invest in our employees for the long term - not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University.
• We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people's lives and the environment through power management technologies.
• We make your wellbeing matter - We put your health and safety first. Wellness at Eaton is more than a program, it's about changing the environment by offering the right tools to help empower employees to make that happen.