Customer Quality Engineer

Job DescriptionJob Description

Position Title: Customer Quality Engineer

Location: Lafayette, Indiana
Work Authorization: Must be a U.S. , Green Card Holder, or have appropriate work authorization. (F-1 visa candidates may be considered on a case-by-case basis.)

Overview

We are seeking an Experienced Customer Quality Engineer to join our team at our Lafayette, Indiana facility. In this critical, customer-facing role, you will be responsible for investigating and resolving quality issues, driving root-cause analysis, and ensuring customer requirements are fully met.

You will act as the primary point of contact for customer claims, warranty, validation, and post-warranty product issues, serving as the key link between Labs, Sales, Manufacturing Operations, and Technical Service Representatives (TSRs). This position is ideal for a technically strong problem-solver who thrives in a collaborative, fast-paced environment and is passionate about customer satisfaction and continuous improvement.

The role reports onsite to the Quality Control Manager in Lafayette, IN.

Key Responsibilities

• Investigate complex quality issues related to automotive paint products, including adherence problems, discrepancies, and performance concerns.

• Lead structured root cause analysis (RCA) using methodologies such as 5 Whys and 8D problem solving to resolve customer quality and production line issues.

• Analyze both internal production processes and customer application environments, including temperature, humidity, application techniques, mixing processes, and paint shelf life.

• Act as the primary investigator for customer complaints, collaborating with TSRs, customer quality engineers, and internal stakeholders to ensure effective resolution.

• Apply analytical reasoning and follow procedures for claims management, ensuring all issues are accurately registered and tracked in the CAIR system.

• Partner with manufacturing, engineering, laboratory, planning, and warehouse teams to implement corrective actions and prevent recurrence of issues.

• Build and maintain raw material matrices to ensure compliance and traceability.

• Conduct internal audits in partnership with Account Managers to verify that customer-specific requirements are understood and fully implemented.

• Lead quality improvement initiatives to enhance customer satisfaction related to product quality and delivery.

• Develop and implement strategies to close quality gaps and establish best practices.

• Monitor VOC (Voice of the Customer) feedback and create action plans to improve quality performance indicators.

• Respond to customer non-conformities via customer portals, ensuring accurate and timely communication.

• Create and update investigation reports and documentation based on RCA findings, sharing lessons learned across teams.

Qualifications

• Bachelor’s degree in Chemistry, Chemical Engineering, or a related Engineering discipline is required.

• Minimum of 3 years of quality experience in a technical, manufacturing, or chemical plant environment.

  • Automotive, industrial, packaging, or paint/coatings industry experience .

• Customer-facing experience handling complaints and investigations in industries such as automotive, industrial coatings, or similar.

• Strong problem-solving skills with experience using 8D, 5 Whys, or other structured investigative methods.

• Hands-on knowledge of ISO 9001, IATF 16949 (or TS 16949), FMEA, quality control planning, Six Sigma, or similar continuous improvement tools.

• Proficiency in building and interpreting raw material matrices and supporting AP investigations, ETQs, and PDCAs.

• Excellent written and verbal communication skills, with the ability to deliver clear reports and updates to customers and internal stakeholders.

• Strong interpersonal skills for working cross-functionally with manufacturing, labs, TSRs, and customers.

• Ability to work independently and prioritize tasks in a dynamic environment.

• Limited travel required, up to 15%.

Desired Attributes

• A technically driven problem-solver with an investigative mindset who approaches challenges with analytical precision.

• Comfortable managing both internal processes and external customer relationships.

• Proactive in identifying improvement opportunities and implementing solutions.

• Professional-level skills and training are essential; we are specifically seeking candidates with an engineering degree rather than those who have advanced solely through production or shop-floor roles.

Why Join Us

• Be part of a well-established, global organization with a strong reputation in the automotive and coatings industries.

• Competitive compensation and a comprehensive benefits package, including:

  • Medical, Dental, and Vision

  • and Life Insurance

  • 401(k)

  • PTO and Family Leave

  • Continuing education opportunities

• Collaborative company culture with ample room for growth and advancement.