CQE Job Description

Customer Quality Engineer

REPORTS TO: Senior Manager - Product Quality

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Job Summary:

Work with Axon’s Product, Sales, and support teams to quantify, troubleshoot and improve the quality and performance of Axon’s products. Investigate, analyze, and lead resolution efforts for Quality issues impacting Axon customers. Provide training to customer personnel in the proper use of Axon products. Assist/ Support with critical User Acceptance Tests to successfully meet customer tender requirements. Facilitate and Support Hardware swap programs at Customers to alleviate quality issues.

Responsibilities:

• Protect the Customer - spend 80%+ time onsite at customers acting as first responder to assist with Quality issues


• Limit the potential overall exposure and Axon liability for any emerging Quality issues via onsite diagnosis of root cause, material sortation, and appropriate disposition of defective materials as the Subject Matter Expert


• Identify problems and opportunities in the Customer’s process (potentially including shipping and destination testing) and recommend product/process quality improvements that provide value to Axon and our customers.


• Serve as the Axon quality representative in the field and provide guidance, advice, and training to customers about quality improvement techniques.


• Act as advisor/liaison between internal and external customers, identify areas of potential improvement and communicate those findings to customers and Axon technical teams (QA, Engineering and Manufacturing)


• Proactively address quality issues within assigned territory/area of responsibility. Initiate the appropriate communications and drive the root cause investigation and corrective actions with the appropriate process owners (ie Operations) to resolve the issues.


• Support QA to drive the RMA, Warranty metrics

Required Qualifications:

• Education: Technical degree required


• Experience: >2 years’ experience in trouble shooting


• Strong Interpersonal skills to communicate and form a relationship with Internal and External customers


• Six-Sigma/Lean certification is desirable, or ability to be certified.


• Personal computer skills with standard software systems (WORD, EXCEL, POWERPOINT especially) are essential.

Additional Qualification:

• Demonstrated ability to work and communicate effectively with all levels of a team, from operators to quality managers to plant managers


• Demonstrated success in logical, data-driven problem solving.


• Extensive national and international travel, 80%, required