Senior Quality Engineer

Roles and Responsibilities

• Manage all post-production customer feedback and complaints related to PCBA quality, functionality, and manufacturing defects.
• Liaise directly with customers to gather detailed information, retrieve defective units, and manage the Return Merchandise Authorization (RMA) process efficiently.
• Coordinate with the Internal QA, Engineering, and Production teams to conduct root cause analysis (RCA) using standard industry methodologies (e.g., 8D problem solving, 5 Whys, Fishbone diagrams).
• Formulate comprehensive 8D reports and formal written responses to customers detailing the investigation findings, containment actions, root cause, and implemented corrective/preventative actions (CAPA).
• Track (KPIs) related to customer complaint PPM, CAPA submission and defect trends.
• Maintain records of all complaint documentation within the (QMS) & IATF 16949.
• Drive continuous improvement initiatives within the manufacturing process audit & Product Audit based on IATF requirement.
• Coordinate ESD compliance audits, conduct monthly ESD audits, and follow up on closures.

Skills Required

Must have:

• Proven experience in a Quality Assurance customer complaint role within a PCBA or EMS (Electronics Manufacturing Services) environment.
• Strong technical understanding of PCBA manufacturing processes, IPC standards (e.g., IPC-A-610 Acceptability of Electronic Assemblies), and common failure modes.
• Experience utilizing formal problem-solving methodologies (e.g., 8D, 7QC tools).
• Exceptional written communication skills for professional customer-facing reports and internal technical documentation.
• Proficiency in QMS and standard MS Office.
• Strong interpersonal skills for navigating complex technical discussions between internal engineering teams and external customers.

Good to have:

• Familiarity with ISO 9001:2015, IATF 16949 & ESD 20.20 standards and auditing processes OR Internal auditor certification.
• Experience with statistical process control (SPC) & MSA tools.
• Knowledge of specific industry standards (e.g., Automotive IATF 16949, Aerospace AS9100).