Dover Corporation
Senior Customer Quality Engineer
Location: Keosauqua or Centerville, IA. Work Arrangement: Onsite. There is potential for hybrid work and time fluctuating between another DFR site (e.g., Conyers, GA) with travel up to 40%.
Our Story
Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services, driving innovation in glass doors and intelligent merchandising technologies that keep food safe under brands such as HillPhoenix and Anthony. DFR is part of the Climate & Sustainability Technologies segment of the Dover Corporation (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of $7 billion. DFR emphasizes creativity and customer-centric innovation delivered by people who strive to help customers win in their marketplaces.
Job Title:
Senior Customer Quality Engineer
Location:
Keosauqua or Centerville, IA
What we’re looking for We are looking for a Senior Customer Quality Engineer for the DFR Specialty division who will lead our Quality Review Board. This role will be responsible for partnering with the service management team to receive customer feedback and collaborating with other technical leads (Engineering, Manufacturing, Sourcing, etc.) to investigate, understand root cause, and rapidly resolve issues. This role will develop/refine our QRB process and rigor to drive results effectively and efficiently to the resolution process.
What you’ll be responsible for in this role
Lead Quality Review Board and associated process improvement
Partner with the service management team to collect and analyze data for customer complaints/issues and warranty
Understand customer symptoms and develop problem statements using structured problem-solving techniques
Obtain failed units and conduct failure analysis to understand root cause
Collaborate with Engineering, Manufacturing, Product Management, Quality, and Supplier Quality to understand customer and product requirements, design intent, and manufacturing processes to identify root causes
Partner with responsible teams to drive timely resolution of solutions
Collaborate with Service teams to create service bulletins to rapidly share knowledge
Create, maintain, and report key performance measures (KPIs) for QRB Process
Collaborate with Quality Analytics to create data models for early detection of potential product quality concerns
Provide periodic updates to senior leadership on issues, metrics, and key initiatives
Responsible for warranty budget and 10% year-over-year reductions in incidents and costs
Basic qualifications
Bachelor’s Degree in Engineering or a relevant field
7+ years of experience managing customer interactions and feedback to drive resolution and product quality improvements in a design/manufacturing organization
To be a great fit for the role
Commercial industrial refrigeration or air conditioning experience
Ability to assess product performance and develop root cause analysis for customer-reported issues
Strong problem solving and analytic capability; detail-oriented
Excellent written and verbal communication skills for dealing with staff, customers, suppliers, and operations
Process development to refine and improve Customer Quality Processes
Proven ability to function well in a cross-functional team environment and contribute
Ability to influence stakeholders and collaborate on acceptable solutions
Strong analytical and conceptual thinking skills
Willingness to travel up to approximately 15% of the time
Values and why you should join our team Our values define Dover to shareholders, customers, prospective employees, and ourselves: Winning Through Customers; Respect for People; Expectations for Results; High Ethical Standards, Openness, and Trust. These values are expressed in our work and decisions and guide our performance.
What’s in it for you?
Medical, Dental, and Vision
401k Retirement Plan
Flexible Spending
Paid Holidays
#LI-CW2
The statements herein describe the general nature and level of work performed by employees and are not meant to be an exhaustive list of responsibilities, duties, and skills. They do not establish a contract of employment and are subject to change at the discretion of the Company.
Dover Food Retail is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.
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Our Story
Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services, driving innovation in glass doors and intelligent merchandising technologies that keep food safe under brands such as HillPhoenix and Anthony. DFR is part of the Climate & Sustainability Technologies segment of the Dover Corporation (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of $7 billion. DFR emphasizes creativity and customer-centric innovation delivered by people who strive to help customers win in their marketplaces.
Job Title:
Senior Customer Quality Engineer
Location:
Keosauqua or Centerville, IA
What we’re looking for We are looking for a Senior Customer Quality Engineer for the DFR Specialty division who will lead our Quality Review Board. This role will be responsible for partnering with the service management team to receive customer feedback and collaborating with other technical leads (Engineering, Manufacturing, Sourcing, etc.) to investigate, understand root cause, and rapidly resolve issues. This role will develop/refine our QRB process and rigor to drive results effectively and efficiently to the resolution process.
What you’ll be responsible for in this role
Lead Quality Review Board and associated process improvement
Partner with the service management team to collect and analyze data for customer complaints/issues and warranty
Understand customer symptoms and develop problem statements using structured problem-solving techniques
Obtain failed units and conduct failure analysis to understand root cause
Collaborate with Engineering, Manufacturing, Product Management, Quality, and Supplier Quality to understand customer and product requirements, design intent, and manufacturing processes to identify root causes
Partner with responsible teams to drive timely resolution of solutions
Collaborate with Service teams to create service bulletins to rapidly share knowledge
Create, maintain, and report key performance measures (KPIs) for QRB Process
Collaborate with Quality Analytics to create data models for early detection of potential product quality concerns
Provide periodic updates to senior leadership on issues, metrics, and key initiatives
Responsible for warranty budget and 10% year-over-year reductions in incidents and costs
Basic qualifications
Bachelor’s Degree in Engineering or a relevant field
7+ years of experience managing customer interactions and feedback to drive resolution and product quality improvements in a design/manufacturing organization
To be a great fit for the role
Commercial industrial refrigeration or air conditioning experience
Ability to assess product performance and develop root cause analysis for customer-reported issues
Strong problem solving and analytic capability; detail-oriented
Excellent written and verbal communication skills for dealing with staff, customers, suppliers, and operations
Process development to refine and improve Customer Quality Processes
Proven ability to function well in a cross-functional team environment and contribute
Ability to influence stakeholders and collaborate on acceptable solutions
Strong analytical and conceptual thinking skills
Willingness to travel up to approximately 15% of the time
Values and why you should join our team Our values define Dover to shareholders, customers, prospective employees, and ourselves: Winning Through Customers; Respect for People; Expectations for Results; High Ethical Standards, Openness, and Trust. These values are expressed in our work and decisions and guide our performance.
What’s in it for you?
Medical, Dental, and Vision
401k Retirement Plan
Flexible Spending
Paid Holidays
#LI-CW2
The statements herein describe the general nature and level of work performed by employees and are not meant to be an exhaustive list of responsibilities, duties, and skills. They do not establish a contract of employment and are subject to change at the discretion of the Company.
Dover Food Retail is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.
#J-18808-Ljbffr