Customer quality engineer

We are currently seeking a Customer Quality Engineer to join our Quality team. In this role, you will act as a key interface between CAREL and customers on quality-related topics, ensuring effective claim management, structured communication, and the successful execution of improvement actions aimed at increasing customer satisfaction. The position reports to the Group Quality Manager.

Key responsibilities

• Act as the main quality contact for customers, ensuring regular communication and alignment on open quality topics, priorities and ongoing improvement actions.
• Build effective relationships with key accounts, participating in recurring meetings, quality reviews, customer visits and dedicated follow-up sessions on claims, performance and action plans.
• Contribute to the management of Voice of Customer (VOC) activities by analysing feedback, highlighting recurring issues and negative trends, and supporting the definition and monitoring of improvement plans.
• Support the planning and execution of customer audits and visits, helping define objectives, agenda, stakeholders and expected outputs, while coordinating the involvement of the relevant internal functions.
• Manage customer claims end-to-end, from issue intake and data collection to investigation, root-cause analysis, corrective and preventive actions, customer feedback.
• Prepare and deliver 8D reports in line with Group Customer Quality standards, ensuring accuracy, consistency and timely communication to customers.
• Monitor and analyse customer quality KPIs and dashboards, identifying risks, escalation needs and improvement opportunities.
• Ensure that commitments agreed with customers are effectively followed through internally, driving accountability and execution across the organization.
• Coordinate cross-functional teams involving Quality, Services, Platforms, R&D, Operations, Production and other relevant stakeholders to ensure effective problem solving and action implementation.
• Support the communication of customer quality performance and key insights to internal stakeholders, including senior leadership, through structured reporting and clear recommendations.

• Master’s degree in Engineering, Quality Management or similar technical background
• 3–5 years of experience in Quality, Operations, Manufacturing, or technical Customer Support, ideally in an international industrial environment
• Solid understanding of Quality Management Systems, customer quality processes and structured problem-solving methodologies such as 8D and root-cause analysis
• Experience in customer claim management and in coordinating cross-functional investigations and corrective actions
• Strong ability to interpret KPIs and quality data, with good reporting skills and proficiency in Excel, PowerPoint, and BI tools
• Fluent English, both written and spoken
• Strong communication skills, with the ability to interact effectively with customers and senior internal stakeholders
• Analytical mindset, ownership and a proactive, hands-on approach to problem solving
• Ability to influence and coordinate teams in a cross-functional environment, even without direct hierarchical responsibility
• Customer orientation, continuous improvement mindset