Customer Quality Excellence Engineer

Job Purpose

Own customer satisfaction throughout the product lifecycle from launch, zero-mile support and OEM assembly plant activities through serial production, field performance and warranty management. (Cradle to grave overview).

Act as the primary customer quality interface, protecting customer confidence whilst safeguarding Dana's commercial interests, reputation and profitability. 

Lead customer quality activities, customer escalations, concern resolution, assembly plant support, warranty management, customer communication and continuous improvement activities. 

Work closely with Operations, Engineering, Manufacturing, Supplier Quality, Purchasing, Programme Management, Finance and Commercial teams.

Job Duties and Responsibilities

• Build and maintain OEM customer relationships
• Lead customer complaint investigations and 8D activities
• Manage customer portals, complaints, concessions and action plans
• Lead warranty investigations, trend analysis and reporting
• Drive Poka Yoke and continuous improvement initiatives
• Support IATF 16949 compliance and customer audits
• Coordinate cross-functional problem resolution
• Support commercial discussions relating to quality and warranty performance

Education and Qualifications

• Charismatic & professional approach with a can do and attitude to stay two steps ahead of the customer.
• Degree qualified in Engineering, Quality or related discipline or equivalent experience.
• Significant automotive customer quality experience. Knowledge of IATF 16949, APQP, PPAP, FMEA, SPC, MSA and structured problem-solving methodologies. 
• Strong communication, analytical, organisational and customer management skills. Experience of OEM customer interfaces and warranty management preferred.
• Minimum 10 years of automotive quality engineering and customer excellence experience.
• Ideal Candidate will hold a Bachelor's degree or higher, or relevant quality certifications.

Skills

Charismatic & Professional
Customer Focus
OEM Relationship Management
Warranty Analysis
Commercial Awareness
Problem Solving
Root Cause Analysis
Continuous Improvement
Leadership Through Influence
Data Analysis
Cross Functional Collaboration