Customer Quality Engineer

Who You Are

You are passionate about delivering exceptional customer satisfaction by ensuring product quality and resolving issues effectively. You excel in analyzing data, communicating technical details in an accessible way, and driving collaborative solutions. Your proactive approach and deep understanding of quality processes make you a trusted advocate for customers, driving continuous improvement and building strong partnerships.

What You’ll Do

As a Customer Quality Engineer, you will be the champion for product quality and customer satisfaction, working across teams to ensure excellence in every aspect of product delivery. Your responsibilities include:

Customer Incident Management:

We collaborate with customers to resolve reported issues, ensuring their concerns are addressed promptly and thoroughly. We investigate and solve problems using methodologies like the 8D process, and we communicate progress and solutions clearly.

Failure Analysis and Reporting:

We dive deep into data to uncover root causes of issues and collaborate with internal teams to find the best solutions. We share insights transparently, creating reports and presentations that highlight trends, key takeaways, and actionable recommendations.

Process Improvement:

We look for opportunities to improve by analyzing field performance and implementing changes that enhance product reliability and customer satisfaction. We close the loop on corrective actions, ensuring recurring issues are prevented and processes are continuously optimized.

Quality Planning and Compliance:

We plan for quality by collaborating with cross-functional teams to develop robust quality plans that meet customer expectations and industry standards. We ensure compliance with all quality and regulatory requirements, measuring success through metrics like DPPM, MTBF, and warranty return rates.

Cross-Functional Collaboration:

We work as one team with Product Development, Product Engineering, Reliability Engineering, and Customer Support to address quality concerns and create seamless solutions. We engage with manufacturing partners, ensuring adherence to quality standards and quick resolution of production issues.

Customer Advocacy:

We amplify the customer’s voice, integrating their feedback into product design, testing, and manufacturing processes. We proactively communicate quality improvements, building trust and confidence in Cisco’s commitment to excellence.
Who You’ll Work With

At Cisco, collaboration drives everything we do. We connect teams across Product Development, Engineering, Manufacturing Operations, and Customer Support to deliver superior product quality. We believe in partnerships, working closely with customers and internal stakeholders to align on quality metrics, resolve issues, and continuously improve. Together, we ensure Cisco products exceed expectations.

Who You Are

You are a problem solver who thrives in a dynamic environment and takes pride in delivering customer satisfaction. We value your ability to turn challenges into opportunities, combining technical expertise with exceptional communication skills to advocate for customer needs and drive quality improvements.

Required Qualifications:Education: Bachelor’s degree in Engineering (Electrical, Mechanical, or a related field).Experience:Minimum 5 years in customer quality management or a related role in semiconductor or manufacturing industries.Minimum 4 years of experience with failure analysis, quality planning, or product testing.Technical Skills:Strong knowledge of quality methodologies, including 8D, FMEA, and Six Sigma (Green Belt or higher preferred).Proficiency in data analysis tools and statistical methods to interpret large data sets.Familiarity with manufacturing processes and supply chain management.Soft Skills:Exceptional interpersonal and communication skills, with the ability to articulate technical content to diverse audiences.Strong collaboration skills to work effectively across multi-functional teams.High level of motivation and energy to drive quality improvements.Preferred Qualifications:Experience in networking application testing or semiconductor product development.Python or SQL programming knowledge.Why Cisco

WE ARE CISCO

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference. Here’s how we do it.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (30 years strong!) and only about hardware, but we’re also a software company. And a security company. A blockchain company. An AI/Machine Learning company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take bold steps, and we take the difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.