Customer Quality Engineer

Eaton's new campus for its critical power systems in Vantaa, Finland, was completed in November 2023. The 16,500 m² site houses research and development, manufacturing, warehousing, sales and service under one roof, which will create plenty of additional jobs.

As one of the world’s largest manufacturers of three-phase uninterruptible power supplies (UPS), Eaton’s expansion in this area is driven by strong business growth and the demand for systems that ensure business continuity. Situated in a prime location next to the Helsinki airport, the Vantaa facility serves as Eaton’s Critical Power Solutions headquarters and a center of excellence for data centers.

Join Eaton and help us provide energy-efficient solutions that have a real impact on the environment. We make what matters work. Find out more on https://www.youtube.com/watch?v=baa_aiJ4L7E

## What you’ll do:

Quality Engineer, Customer Quality is responsible for ensuring customer satisfaction and quality by effectively resolving customer quality issues and continuously improving quality performance, as measured by the defined KPIs. The role plays a key part in projects by ensuring customer requirements are properly captured, defined, and followed throughout the project lifecycle. The position also leads quality improvement and prevention initiatives.

## Key Responsibilities

### Customer Quality

Goal: Manage the customer problem-solving process from FWT through installation and throughout the serial product life cycle.

#### Problem Solving

• Resolve customer issues in a timely manner based on prioritization criteria, including issue type, customer topology, and commercial context.
• Utilize 8D, A3, and other problem-solving methodologies.
• Lead issue resolution from initiation to closure by assuming ownership, driving the 8D process, leading cross-functional teams, communicating with customers, and implementing improvements in products and processes.
• Conduct and lead analyses, including internal laboratory investigations, customer site analyses, and supplier analyses.
• Prepare reports communicating root cause findings and corrective action plans to sales offices and customers.
• Provide coaching and mentoring in Problem Solving (8D), Quality Management (Six Sigma), Auditing, and Continuous Improvement across plant and R&D teams.

### Customer Satisfaction

• Lead and participate in assigned customer and supplier audits.
• Maintain regular communication and relationships with sales and technical support teams in sales offices.
• Maintain direct customer contacts to understand customer needs, applications, and requirements.
• Participate in customer visits as required.
• Contribute to achieving zero safety-related issues, maximizing customer satisfaction, and fulfilling project goals related to quality, cost, and lead time.
• Participate in FAT, FAI, FWT activities and customer audits as required.
• Contribute to the definition of customer quality requirements.
• Ensure the Voice of the Customer is captured and followed throughout the organization.
• Monitor quality performance achieved within projects.

### Preventive and Proactive Quality

• Ensure problem prevention and sustainable quality improvement by addressing identified root causes.
• Capture lessons learned from problem-solving activities and promote them to strengthen the quality culture.

## Key Interfaces

• Customers
• Country Sales Offices
• Product Management
• R&D
• Manufacturing Plant
• Suppliers

## Key Performance Indicators (KPIs)

• Customer satisfaction
• Response lead time
• Report quality
• Failure rates
• Warranty rates
• CONC

## Qualifications:

• B.Sc in relevant field of Engineering or Business

## Skills:

• Knowledge of electronics, electromechanics, and quality.

• Very good interpersonal and presentation skills.

• Strong communication skills with customers, sales offices, management, and international stakeholders.

• Leadership capability in cross-functional teams.

• Customer advocacy mindset with a sense of urgency in severe issues and a customer-centric way of working.

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws.

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.