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Customer Quality Engineer

Company: DuPont
Location: Newark
Posted on: November 9, 2019

Job Description:

Customer Quality Engineer NA-United States-Delaware-Newark DuPont Electronic and Imaging has an exciting and challenging opportunity for a Technical Service Engineer / Customer Quality Focal Point for the Semiconductor Technologies business located in Newark, Delaware. This Engineer role within the Chemical Mechanical Planarization Technology (CMPT) organization is being opened up to address business growth and customer satisfaction opportunities and will report to the Business Quality Leader in Newark, Delaware. In this fast paced and highly visible role, you will interface with top tier customers on a global basis as well as interface with global internal teams including R&D, Product Quality Engineering (PQE), Manufacturing Operations, Improvement Engineering and Marketing. Responsibilities include: Primary responsibility of this role is to provide CMP business specific technical service in the region and act as customer product quality manager for assigned customer(s) in the region. This role is designed to more directly manage the product quality and service responsiveness to top tier and strategic customers along with working across the functions within the business to align to the evolving customer technical roadmap. Technical service responsibilities include: Own and resolve complaints and requests from assigned customer(s) in region. Activities include managing root cause identification, acquiring and analyzing data, and developing solution options in collaboration with Global Product Quality Engineering (PQE), Manufacturing, Improvement Engineering, Raw Material Quality and Marketing as necessary. Drafts and communicates complaint resolution progress to customers on a regular basis. Works to ensure key performance metrics (speed, quality) are met for issues/requests mentioned above. Rapidly assess special customer requests and help implement after business prioritization. Manage customer notifications. Working with global PQE team, will help to write up letters / whitepapers in customer specific formats, as required. Provides feedback from customer and works with global internal teams to insure implementation according to business plan. Strategic Customer Quality responsibilities include: The strategic aspect of the job is to serve as the voice of the customer back into the business and work across the Commercial, Operations and R&D organizations to prioritize the customer requirements into the strategic technical and quality roadmaps. The roadmaps will include the short & mid-term CIP efforts to continually drive improved product quality and service responsiveness to improve customer satisfaction as well as long term actions to help win new business for the customer emerging technology needs. Has responsibility to coordinate globally across the business and operation for resolution of issues and completion/fulfillment of customer special requests. The role is centered around the customer corporate home location in USA. Has responsibility to coordinate globally for quality interface to assigned customer(s). Systematically analyze the CMP issues/requests encountered by customers around their consumed product lines. Identify and / or implement product consistency improvement opportunities. Train field service engineers and other sales staff on technical aspects of products and issue resolution. Document and publish field guides for the most common issues/requests. * Bachelors degree in Engineering or related field. * Plus 5-10 years of industrial experience in manufacturing or process engineering role. * Hands-on experience with statistical process control methods and design of experiments. * Ability to make good engineering judgments independently is required. * Demonstrated communication skills toward external customers and to high level leaders * Experience in customer communication: ensuring both companies are aligned on the same goals and understandings. * Able to manage multiple priorities simultaneously Preferred Requirements: * Product / applications knowledge of semiconductor processes - preferably CMP * Hands on experience with chemical / physical material analysis and characterization. * Ability to communicate across cultures and language barriers * Ability to resolve conflicts between co-workers or with suppliers or customers * 6-sigma (green/black belt) project management. * Experience on JMP software (data analysis software). * Experience / Knowledge with multi-disciplinary engineering principles (mechanical, chemical metrology, etc). Successful candidates will have the following attributes: * Exceptional ability to build relationships collaborate across different organizations (Customer, Account team, Product Quality, Marketing, Product development, Manufacturing, Improvement Engineering, and Raw Material) to deliver results. * Proven project management skills customer complaints require to be managed as projects with data-driven risk management of varying levels of complexity. This involves identifying when an issue needs to be just documented, or be personally driven or even escalated to business director level attention, depending on technical risk and sales risk. * An excellent communication is a key characteristic of the job to ensure a good alignment between our Manufacturing line and our customer needs. Being clear, concise and articulated, as well as summarizing complex cases into simpler actionable plans is a key requirement At DuPont, we have an unbridled commitment to deliver essential innovations that enrich people s lives, enable sustainable development and foster human potential for generations to come. Innovations developed from highly engineered products and naturally sourced ingredients continue to shape industries and everyday life. From smarter homes to more efficient cars, from better ways of digitally connecting to new tools that enable active and healthy lifestyles in all these areas and many more, we re working with customers to transform their ideas into real world answers that help humanity thrive. Coupled with core values and excellent compensation & benefits Together, we re turning possibilities into real world answers that help humanity prosper! Come realize how you can make an impact, act like an owner and partner with customers in our journey. Please access the following link to better understand& appreciate DuPont s Journey: *LI-BO1 Manufacturing Technology Nov 1, 2019, 7:48:47 AM Full-time Entry Level

Keywords: DuPont, Newark , Customer Quality Engineer, Engineering , Newark, Delaware

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