Engineer II, Customer Service

Summary:

As a Customer Service Engineer II in Quality Department, you will support OEM customers on projects involving failure investigations and root cause analysis, using structured investigation methodologies, analytical problem-solving skills, and statistical techniques to identify issues and drive effective corrective actions. We are looking for a highly motivated and customer-oriented professional with strong communication and interpersonal skills, a proactive attitude, and the ability to build positive relationships with customers and cross-functional teams. The ideal applicant demonstrates empathy, professionalism, adaptability, and a collaborative mindset, while maintaining a strong sense of ownership and accountability. This role is well suited for candidates who aspire to develop broad cross-functional expertise across areas such as data analysis, logistics, operations, finance, negotiation, engineering coordination, and business communication.

Responsibilities:

Serve as a customer-facing representative and primary point of contact for any quality-related topic, including failure investigation updates, root cause analysis, corrective actions, issue escalation, issue coordination.

Analyze technical, operational, and customer-related issues to identify trends, contributing factors, and improvement opportunities.

Monitor and evaluate Cost of Quality (COQ) including scrap, rework, warranty, supplier quality, and field failure-related costs.

Act as a liaison between engineering, operations, suppliers, and the customer to facilitate effective problem-solving and corrective action activities.

Conduct follow-up audits to verify effective implementation of corrective and preventive actions.

Collaborate with cross-functional teams to identify cost-reduction opportunities while maintaining product quality, customer satisfaction, and operational performance

Travel to OEM, Tier 1 supplier facilities or failed vehicle location as needed, including support for containment activities

Cultivate strong customer relationships through proactive communication, responsiveness, professionalism, and effective issue resolution.

Conduct quarterly onsite customer visits to strengthen customer relationships, support quality discussions, and understand customer needs and concerns.

Perform other duties as assigned

Mentor Engineer I level engineers as required

Qualifications:

Bachelor’s Degree in Finance, Statistics, Mathematics, Data Science, Business Administration, Engineering, Industrial Engineering, or related field required, MBA or MS or equivalent relevant experience preferred

Experience:

3-6+ years of related experience

Experience in analyzing data using statistical tools

Experience in root cause analysis using structured problem-solving tools and methodologies

Experience in customer-facing roles with strong verbal and written communication skills

Experience in project engineering, or program management

Skills:

Strong verbal and written communication skills

Knowledge of quality-related tools (8D, 5 Why, Fishbone diagram)

Statistical analysis and data interpretation skills (Minitab, Excel, Power Bi, Tableau, R, Python, or similar tools)

Results-oriented and data-driven mindset

Attention to detail

Strong perseverance and self-motivation

Structured problem-solving skills and critical thinking

Technically proficient and motivated to continuously improve

Familiarity with automotive quality systems

Ability to work flexible hours as needed to support customer requirements.

Ability to travel domestically and internationally as needed

MS Office Suite

Benefits

Medical / Dental / Vision: 100% employer contribution starting on the first day of employment

Paid Holidays: 17 days per year

PTO: 15 days per year

Relocation Bonus: $3,000–$5,000 depending on distance

401(k): 3% employer match

Our Partner is an Equal Opportunity employer that values the diversity of its workforce. EEO