Customer Quality Engineer

We are looking for a talented Customer Quality Engineer to join our specialized QUALITY team at Cummins in Ciudad Juárez, Chihuahua.

In this role, you will make an impact in the following ways:

• Manage and follow up on internal and external customer complaints, concerns, and escalations, ensuring timely and effective resolution.
• Lead quality investigations using structured problem-solving methodologies to identify root causes and implement corrective and preventive actions.
• Coordinate and manage warranty processes, including defective part analysis and communication of results to customers.
• Serve as the quality focal point for customers, providing technical responses and follow-up on product and process-related claims.
• Supervise and guide the activities of Quality Technicians and Inspectors to ensure compliance with established standards.
• Participate in the implementation and launch of new products and processes, including activities related to APQP, PPAP, Safe Launch, and VPI.
• Monitor quality performance indicators and utilize customer-focused metrics to prioritize actions and improvement opportunities.
• Develop and implement continuous improvement initiatives using Lean, Six Sigma, and quality methodologies.
• Collaborate with Operations, Manufacturing, Quality, Product Engineering, Controls, and Supply Chain teams to resolve complex issues and prevent recurrence.
• Maintain effective communication with customers, suppliers, and internal teams to ensure alignment of quality expectations and requirements.
• Contribute to the achievement of strategic quality objectives and the continuous improvement of business processes.

To be successful in this role, you will need the following:

• Knowledge of Advanced Product Quality Planning (APQP) and Production Part Approval Process (PPAP). 

• Knowledge of Failure Mode and Effects Analysis (FMEA), Control Plans, and quality risk prevention methodologies. 

• Knowledge of Statistical Process Control (SPC) and Process Capability Analysis (CPK). 

• Knowledge of New Product Introduction and Validation (VPI) processes and Safe Launch methodologies. 

• Knowledge of customer support processes, warranty management, and quality complaint handling. 

• Knowledge of problem-solving methodologies, root cause analysis, and corrective actions. 

• Knowledge of continuous improvement tools, Lean Manufacturing, and Six Sigma. 

• Knowledge of quality project management and performance metrics tracking. 

• Knowledge of quality management systems, manufacturing processes, and supply chain operations. 

• Knowledge of Quality 4.0 and digitalization applied to quality management. 

• Advanced conversational English preferred.

Internal Eligibility Criteria (SHOP employees)

• TMS performance evaluation: Must have achieved one of the following ratings in the most recent performance review: 
  • Meets Expectations 
  • Exceeds Expectations  
  • Significantly Exceeds Expectations 
• Minimum of 12 months in the current category. 
• No unexcused absences within the last 12 months. 
• No incidents or disciplinary reports within the last 12 months. 

Additional Considerations

• Frequent interaction with Operations, Manufacturing, Quality, Product Engineering, and Controls teams. 

• Availability for occasional extended work hours based on operational needs. 

• Valid visa and passport preferred.

Skills

• Customer focus and results orientation. 

• Leadership and influence within cross-functional teams. 

• Effective communication with all organizational levels and external customers. 

• Negotiation and conflict management skills. 

• Teamwork and collaboration. 

• Analytical thinking and structured problem-solving. 

• Project management and task prioritization. 

• Adaptability and ability to work in dynamic and ambiguous environments. 

• Data-driven decision-making. 

• Promotion of a quality and continuous improvement culture. 

• Ability to build strong relationships with customers, suppliers, and stakeholders.

• Advanced English Level

Education

• Bachelor's degree in Industrial Engineering, Quality Engineering, Manufacturing Engineering, Quality Management Systems Engineering, or a related field.

Experience

• Minimum of 3 years of experience in quality, customer support, manufacturing, or related functions. 

• Experience managing customer complaints, warranty processes, and corrective actions. 

• Experience supervising Quality Technicians and Inspectors. 

• Participation in new product introduction and manufacturing process implementation. 

• Experience working with cross-functional teams to resolve complex quality issues. 

• Experience in manufacturing environments with direct interaction with customers and suppliers.

• Advanced English Level