Customer Quality Engineer

Colder Products Company (CPC) is the leading provider of quick disconnect couplings, fittings and connectors for plastic tubing. At CPC, we believe that fluid handling should be safe and easy. We engineer our connection solutions to improve the overall functionality and design of  equipment and processes for the life sciences, industrial, and chemical handling markets. Special features of our products include precise hose barbs for superior grip, built-in shutoff valves for preventing spills, and easy-to-use, push-button thumb latches for quick connecting and disconnecting. CPC is a Dover company based in Minnesota (Minneapolis/St. Paul metro) with global offices and operations in Europe and Asia.

Summary: The Customer Quality Engineer is responsible for resolving released product quality issues. This role will collaborate across CPC Quality, Product Management, Operations and Engineering to investigate and resolve customer complaints. This individual will work with the Customer Quality Manager to verify customer claims, drive to root cause, identify potential corrective actions, analyze complaint data to highlight trends and make recommendations for continuous improvement projects all within the defined KPI’s.

Essential Duties & Responsibilities: 

• Coordinate responses to product quality customer complaints:
  • Own assigned customer complaint cases.
  • Issue initial report to customer with investigation plan and seeking any needed additional information.
  • Prioritize customer complaint cases and trends
  • Verify product defect claim being made by the customer.
  • Determine appropriate action for customer complaint processing based upon claim verification
  • Partner with other functional groups to implement corrective actions as needed.
  • Maintain all records and documentation of complaint investigations.
  • Write complaint preliminary and final reports to be sent to the customer
  • Partner with sales/marketing team to resolve customer inquiries.
• Work with customers and CPC cross functional teams to ensure system-wide response to customer needs.
• Authors and maintains quality policies for customer quality complaints
• Ensures customer quality complaint processes functions effectively and meets KPI goals.
• Functional supervision of technicians for processing of customer complaints.
• Partners with our supplier quality engineering team to resolve supplier-related issues.
• Support of external audits including customer and ISO certification audits.
• Develops and improves inspection plans/methods for new or existing processes.
• Support efforts to evaluate, manage and improve measured Quality performance throughout CPC.
• Keeps current in the field with internal and external education and training.
• Adheres to all safety regulations.
• Demonstrates support of CPC core values.
• Performs other job duties as assigned to meet business needs.

Qualification Requirements:

• Bachelor’s degree in engineering or equivalent technical field.
• Business-level fluency in Mandarin strongly preferred.
• Minimum 3 years’ experience in quality, manufacturing, or continuation engineering roles (1 year for master’s degree).
• Understanding of up-to-date quality theories, methods and approaches, including ISO9001:2015
• Experience working with data and statistical analysis software.
• Passion for improvement and drive for change to meet customer needs.
• Experience with automation assembly processes.
• Good communication skills.
• Experience with problem solving tools.
• Excel, Microsoft, statistical Software.

Travel: Up to 10%

CPC Culture
Here are CPC, we are committed to respecting and valuing people, collaborating, and having high ethical standards. We have a passion for creating the best connections in the world.

Mentorship & Career Growth
Our team is dedicated to supporting and empowering new team members. Our team has a wide range of experience levels and tenures. We are focused on building an environment that supports knowledge-sharing and mentorship.
 

Work/Life Balance
Our team puts a high value on work-life balance. Finding the right balance between your personal and professional life is important. We offer a Monday-Friday schedule. Our business hours are from 8am-4:30pm. We also provide paid holidays, PTO, and paid parental leave.

We are an equal-opportunity employer, and all qualified applicants will receive consideration for employment. We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

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