indeed
Customer Quality Engineer
Merrithew
Scarborough, CAN
Full Time
Mid
Onsite
CAD 80,000/year
2 days ago
Root Cause AnalysisCAPAQuality Management SystemsData AnalysisCRMERP
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanKey skills for this role
Root Cause AnalysisCAPAQuality Management Systems
About the Role
Merrithew is hiring a Customer Quality Engineer to serve as the link between customers and internal teams, ensuring product quality issues are resolved and driving continuous improvement.
Key Skills for This Role
Root Cause AnalysisCAPAQuality Management SystemsData AnalysisCRMERP
Responsibilities
- Serve as the primary quality representative for customer product complaints, warranty claims, and field performance issues
- Review and assess customer complaints to determine severity, risk, and escalation requirements
- Conduct root cause analysis using methodologies such as 5 Whys, Fishbone Diagrams, Failure Mode Analysis, and CAPA processes
- Coordinate investigations with Manufacturing, Supply Chain, Product Development, Engineering, and Supplier Quality teams
- Develop and track corrective and preventive actions (CAPAs) through closure
- Communicate investigation findings and resolutions to internal stakeholders and customer facing teams
- Provide functional leadership and oversight to Customer Service Coordinators responsible for customer inquiry and complaint intake
- Establish standards and procedures for complaint documentation, categorization, and escalation
- Analyze customer feedback, complaint trends, return data, warranty claims, and product performance metrics
- Develop and maintain dashboards and KPI reporting related to customer complaints, warranty claims, product returns, defect trends, etc.
- Partner with Product Development and Engineering teams to provide Voice of Customer (VOC) insights
- Manage warranty claim review and disposition processes
Requirements
- Bachelor's degree in Engineering, Quality Management, Manufacturing, Business, or related field preferred; equivalent combination of education and experience may be considered
- 3–7 years of experience in Quality, Customer Service, Product Support, Manufacturing, or Continuous Improvement roles
- Experience investigating customer complaints and conducting root cause analysis
- Experience working with CRM, ERP, or Quality Management Systems
- Experience supervising or coordinating customer service functions preferred
- Knowledge of Root Cause Analysis (RCA), CAPA, Quality Management Systems, Customer Complaint Handling, Data Analysis and Reporting, Process Improvement Methodologies, Lean Manufacturing and/or Six Sigma principles
- Strong written and verbal communication skills
- Excellent organizational and problem solving abilities
- Ability to work cross functionally with technical and non technical teams
Full Job Posting
Position Overview
- The Customer Quality Engineer (CQE) serves as the primary link between customers, Customer Service, Quality, Operations, Engineering, and Product Development.
- This role is responsible for leading customer complaint management, root cause investigations, corrective actions, warranty analysis, and quality reporting.
- The CQE drives a culture of customer centric quality by transforming customer feedback into actionable improvements.
Major responsibilities:
- Customer Quality Management: Serve as the primary quality representative for customer product complaints, warranty claims, and field performance issues.
- Review and assess customer complaints to determine severity, risk, and escalation requirements.
- Conduct root cause analysis using methodologies such as 5 Whys, Fishbone Diagrams, Failure Mode Analysis, and CAPA processes.
- Coordinate investigations with Manufacturing, Supply Chain, Product Development, Engineering, and Supplier Quality teams.
- Develop and track corrective and preventive actions (CAPAs) through closure.
- Communicate investigation findings and resolutions to internal stakeholders and customer facing teams.
- Customer Service Oversight: Provide functional leadership and oversight to Customer Service Coordinators.
- Establish standards and procedures for complaint documentation, categorization, and escalation.
- Ensure customer inquiries, complaints, warranty claims, and product concerns are accurately recorded within CRM and quality management systems.
- Audit complaint records for completeness, consistency, and compliance.
- Coach and train Customer Service Coordinators on quality requirements and complaint handling procedures.
- Monitor workload distribution, response times, and complaint processing effectiveness.
Skills and Qualifications:
- Education: Bachelor's degree in Engineering, Quality Management, Manufacturing, Business, or related field preferred.
- Experience: 3–7 years of experience in Quality, Customer Service, Product Support, Manufacturing, or Continuous Improvement roles.
- Experience investigating customer complaints and conducting root cause analysis.
- Experience working with CRM, ERP, or Quality Management Systems.
- Experience supervising or coordinating customer service functions preferred.
- Knowledge & Skills: Root Cause Analysis (RCA), Corrective and Preventive Actions (CAPA), Quality Management Systems, Customer Complaint Handling, Data Analysis and Reporting, Process Improvement Methodologies, Lean Manufacturing and/or Six Sigma principles.
- Strong written and verbal communication skills.
- Excellent organizational and problem solving abilities.
- Ability to work cross functionally with technical and non technical teams.
- Preferred Certifications: ASQ Certified Quality Engineer (CQE), Lean Six Sigma Green Belt or Black Belt, ISO 9001 Internal Auditor Training.
About Merrithew:
- Merrithew is the global leader in mind body education and equipment.
- Founded in 1988, the company has trained more than 80,000 instructors and partners worldwide.
- Join Merrithew in its mission to inspire people worldwide to lead healthier lives.
Core Values
- Community – Culture of belonging, encourage connections and engagement.
- Passion – Be present, enthusiastic, energetic, committed to purpose, inspiring.
- Boldness – Act with courage, change the norm, never settle for 'just ok'.
- Customer Centric – Our Vision is fulfilled through our Trainers, Partners and end customers.
- Accountability – Act like owners, own the results.
- Innovation – Delivering the best, highest quality products, programs and services.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career