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.

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

 

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.

 

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.