Customer Quality Engineer

This role focuses on ensuring customer satisfaction by providing timely, structured, and effective responses to customer quality issues, complaints, and quality performance concerns. The position requires strong analytical capabilities, diplomacy in customer communication, and the ability to drive fact-based problem solving without involving new product introduction activities. The Customer Quality Engineer ensures transparency, traceability, and compliance with customer-specific requirements while continuously focusing on improvement of existing product performance and customer experience." Manage all customer complaints through CIM or equivalent systems, ensuring timely communication, containment actions, and complete documentation. Lead root cause analysis and corrective actions using structured problem‑solving tools (8D, RCA, FMEA). Provide regular updates to customers, ensuring clarity, transparency, and alignment with expectations. Coordinate cross-functional involvement (production, engineering, maintenance, supply chain) for rapid resolution of customer concerns. Monitor customer-specific KPIs (PPM, DPU, RCCA closure rate, complaint rate etc.) and coordinate improvement actions Analyze product performance trends, warranty data, and field issues to identify risks and improvement opportunities. Support implementation and adherence to EQMS quality frameworks. Drive preventive actions to avoid recurrence of issues and contribute to long-term quality stability. Maintain product and process traceability expectations aligned with automotive and customer requirements. Act as the primary quality contact for customers, delivering professional, diplomatic, and fact‑based communication. Prepare and present customer quality reports, issue analyses, and improvement plans. Maintain strong knowledge of automotive expectations regarding responsiveness, documentation accuracy, and escalation protocols. Support error‑proofing, process control, and data discipline to reinforce zero‑defect culture. Coordinate product return (0‑km, warranty) investigations and manage field return analysis. 5 years of experience in quality engineering, customer quality, field quality, or related functions—preferably in an automotive or automotive‑aligned environment. Strong understanding of IATF 16949 and customer‑specific requirements, including special characteristics, control plans, and audit expectations. Solid knowledge of APQP and PPAP requirements, documentation, evidence packs, and approval expectations High proficiency in structured problem‑solving tools (8D, RCA, 5Why, Ishikawa, FMEA) and statistical methods such as SPC and MSA. Experience with warranty and field return analysis, including root cause identification, portal usage, and cost‑of‑poor‑quality reduction. Strong command of traceability systems, error‑proofing (Poka‑Yoke), and process control methodologies to support zero‑defect expectations. Ability to manage customer communication with high technical clarity, diplomacy, OEM‑style terminology, and escalation‑avoidance best practices. Competence in reading and interpreting technical drawings, specifications, tolerance analyses, and measurement data. English (written and spoken) ,Turkish Intercultural awareness and the ability to work effectively with diverse customer and internal teams. Excellent communication and presentation skills, with strong clarity in both written and verbal interactions. High ownership, self‑motivation, and initiative, consistently taking responsibility for results. Strong interpersonal and influencing skills, with the ability to coordinate and collaborate effectively across functions without formal authority. Exceptional diplomacy and conflict‑management capability, including the ability to de‑escalate customer tensions professionally. Customer‑focused mindset, demonstrating responsiveness, empathy, and a service‑oriented approach. Ability to balance customer expectations with internal constraints, ensuring realistic commitments and sustainable solutions. Strong cross‑functional collaboration skills, promoting alignment and teamwork across all departments. Effective stakeholder‑management skills, including clear communication, structured reporting, and confidence in customer‑facing discussions.