Quality Engineer - Customer Account Manager

IEM is currently seeking a Quality Engineer - Customer Account Manager for our Jacksonville, FL or Surrey, B.C offices and will report into the VP of Quality & Reliability. As a Quality Engineer – Customer Account Manager, you will be the primary point of contact for the Customer and Commercial Teams about quality-related issues. Collect root cause analysis data and provide corrective feedback due to quality issues. Responsible for ensuring that the products produced meet quality standards required to minimize quality costs and maximize customer satisfaction whilst ensuring that procedures and processes are adhered to. Ensure incoming materials meet required quality standards. Support new product introductions to ensure the robustness of product. Work in a team environment to develop and implement best practices that emphasize defect prevention, reduction in variation and waste and provide for continuous improvements in meeting all customer requirements. Manage the customer specific requirements and coordinate technical support. Work on many phases or sub-tasks of projects or entire projects of moderate complexity, with results impacting on project completion. Work mostly independently under general supervision, reviewed at project milestones and/or on completion by Senior Management.

Please note: This position requires 100% in-office presence and does not offer remote work.

Key Responsibilities:

• Build strong, working relationships with customer and in-house commercial teams to ensure complete and transparent communication and support.


• Coordinate activities to evaluate and resolve sometimes technically challenging engineering and quality-related problems encountered in the customer’s facility


• Determine and collect relevant data for product and installation improvements to understand any problems and decide when to appropriately escalate issues


• Investigate reports of defective, damaged or malfunctioning parts, assemblies, equipment or systems to determine nature and scope of problem that the customer is experiencing


• Initiate containment of stock at all locations and prevent further nonconforming production


• Investigate the fault and extent of potential recall


• Examine defective part for conformance to engineering design drawings or specifications


• Identify anomalies on engineering drawings back to the design function


• Maintain records to oversee recording of information by others to ensure engineering drawings and documents are current and that engineering related production problems and resolutions are documented


• Provide feedback to company on what the issues are


• Evaluate findings to formulate corrective action plan and coordinate implementation


• Control clean cut-offs throughout and ensure containment is managed while on-going corrective actions are implemented


• Organize any re-work of finished goods that may be necessary


• Report into the customer what the root causes were to quality issues, the containment measures and corrective actions taken to ensure resolution


• Review engineering specifications, orders and related information to maintain current knowledge of manufacturing methods, procedures and activities


• Assist with training of quality awareness


• Monitor and report on Key Performance Indicators (KPIs) in order to adhere to process and prevent occurrence of any non-conformity relating to product, process or system


• Assist with new product introduction, representing the customer and support and manage pre-production trial runs and first off sample approvals


• Promote the use of customer preferred techniques for continuous improvement such as Six-Sigma, Poka-Yoke (Error Proofing), Kaizen


• Participate in the development and refinement of Design and Process FMEA’s (Failure Mode and Effects Analysis) and represent the customer’s views


• Manage and coordinate customer PPM, DO, DPU, cost recovery and supplier warranty indicators


• Keep up with current and developing manufacturing and engineering trends that concern the customer’s product


• Contribute to continuous improvement activities


• Quality control of work by appropriate reviews


• Support and lead process improvement activities


• Write reports and present progress at project meetings and to clients


• Plan projects or subtasks so they may be tracked and presented


• Perform root cause analysis and resolve problems


• Provide advice and guidance to management teams as required


• Provide support to all internal departments to maintain and improve product quality


• Communicate efficiently with IEM and customer’s management


• Liaise and communicate with other departments, customers, and other service providers


• Participate in cross-functional teams in the development of new products or changes related to current products in meeting customer requirements


• Develop quality relationships with the customer


• Comply with the Health, Safety and Environmental Policies both in-house and at the customer


• The candidate will be expected to perform additional duties as assigned to support the team and organization

Qualifications:

• Bachelor's in Business/Commercial or Manufacturing/Engineering degree preferred


• Minimum of 5 years of experience in Quality Assurance


• Demonstrated experience of 3 to 5 years in engaging with customers and suppliers


• Previous experience in a manufacturing environment


• Ability to work independently with minimal supervision


• Proficient in 8D, CARs, and quality systems


• Knowledgeable in Lean Manufacturing, APQP, PPAP, FMEA


• Familiarity with ISO9001


• Understanding of engineering drawings and manufacturing processes


• Adaptability to diverse and dynamic environments


• Strong planning and prioritization skills


• Effective communication, negotiation, and presentation abilities


• Proficient problem-solving skills


• Understanding of Health and Safety practices


• Team player with analytical skills


• Awareness of cost and financial impacts


• Commercial and financial awareness is advantageous


• Understanding of customer expectations and of quality failure/cost


• Demonstrated career ambition with a track record of growth and increasing responsibility; highly promotable with the potential to take on broader leadership roles within a fast-paced, high-growth organization

Compensation actually offered for this role will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered. 

[Surrey, B.C. Compensation Range: CAD 34.62/hr - 56.25/hr] 
[Jacksonville, FL Compensation Range: $85,000 - 125,000] 

Why Join IEM

At IEM, you’ll join a team that powers some of the world’s most ambitious projects. We’re engineers, makers, and problem-solvers who thrive on tackling complex challenges and delivering solutions that keep industries moving forward. If you’re driven, collaborative, and ready to make an impact, we’d love to hear from you. Your creativity and passion can help us achieve great things—come be part of the journey.

Learn more about IEM at https://www.iemfg.com

We offer comprehensive and competitive benefits package designed to support our employees' well-being, growth, and long-term success. View a snapshot of our benefits at https://www.iemfg.com/careers

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