Customer Quality Engineer - Liquid Cooling

About this role

Serve as the primary quality contact for customers, managing quality issues for liquid-cooling products from complaint through resolution. Coordinate cross-functional teams, factories, suppliers, and service partners to ensure timely containment and corrective action. This role suits a hands-on quality professional with strong coordination and problem-solving skills. Key Responsibilities 1. Customer Quality Interface Serve as the primary contact for customer quality complaints and issues related to liquid-cooling products.

Respond promptly to customer concerns, clarify the problem, establish priorities, and coordinate the appropriate response. Maintain clear and professional communication with customers regarding containment measures, investigation progress, corrective actions, and closure. Build customer confidence through timely responses, structured follow-up, and effective issue resolution. 2. On-Site Quality Containment and Sorting Mobilize and coordinate resources for on-site sorting, inspection, rework, or containment activities at customer or warehouse locations.

Arrange qualified personnel, inspection equipment, work instructions, logistics, and reporting as required. Coordinate activities with customer quality teams, Delta factories, suppliers, and third-party sorting providers. Monitor sorting progress, inspection results, defect rates, and containment effectiveness. Ensure suspect products are properly identified, segregated, and controlled to prevent unintended use or shipment.

Be willing to travel on short notice when urgent customer quality issues require on-site support. 3. Cross-Functional Problem Resolution Coordinate Quality, R&D, Manufacturing, Operations, Supply Chain, and suppliers to investigate and resolve customer issues. Assign clear owners and deadlines for containment, root-cause analysis, corrective actions, and verification. Escalate critical issues promptly and mobilize management support when necessary.

Drive actions to completion rather than simply forwarding customer complaints to internal departments. 4. Root-Cause Analysis and Corrective Actions Coordinate structured root-cause investigations using appropriate problem-solving methods, such as 8D, 5 Why, Ishikawa diagrams, and failure analysis. Collect and consolidate customer feedback, defect evidence, inspection data, and factory investigation results. Ensure corrective and preventive actions address the actual root cause rather than only the immediate symptom.