Lead Customer Quality Engineer

Eaton's state-of-the-art campus in Vantaa, Finland, serves as a hub for its critical power systems business, bringing together research and development, manufacturing, warehousing, sales, and service under one roof. The campus supports the company's continued growth and creates new career opportunities in the region.

As one of the world’s largest manufacturers of three-phase uninterruptible power supplies (UPS), Eaton’s expansion in this area is driven by strong business growth and the demand for systems that ensure business continuity. Situated in a prime location next to the Helsinki airport, the Vantaa facility serves as Eaton’s Critical Power Solutions headquarters and a center of excellence for data centers.

Join Eaton and help us provide energy-efficient solutions that have a real impact on the environment. We make what matters work. Find out more on https://www.youtube.com/watch?v=baa_aiJ4L7E

What you’ll do:

Lead Customer Quality Engineer is a senior customer quality professional responsible for ensuring customer satisfaction and quality by leading the resolution of customer quality issues and driving continuous improvement of quality performance, as measured by the defined KPIs. Acting as a key quality interface across projects and stakeholders, the role ensures customer requirements are effectively captured, defined, and followed throughout the project lifecycle. The position leads quality improvement and prevention initiatives and serves as a trusted quality expert in complex customer and product quality matters.

Key Responsibilities

Customer Quality

Goal: Manage the customer problem-solving process from FWT through installation and throughout the serial product life cycle.

Problem Solving

• Resolve customer issues in a timely manner based on prioritization criteria, including issue type, customer topology, and commercial context.
• Utilize 8D, A3, and other problem-solving methodologies.
• Lead issue resolution from initiation to closure, taking ownership of the 8D process, coordinating cross-functional teams, communicating with customers, and driving improvements in products and processes.
• Conduct and lead analyses, including internal laboratory investigations, customer site analyses, and supplier analyses.
• Prepare reports communicating root cause findings and corrective action plans to sales offices and customers.
• Provide coaching and mentoring in Problem Solving (8D), Quality Management (Six Sigma), Auditing, and Continuous Improvement across plant and R&D teams, supporting the development of quality capabilities across the organization.

Customer Satisfaction

• Lead and participate in assigned customer and supplier audits.
• Maintain regular communication and relationships with sales and technical support teams in sales offices.
• Maintain direct customer contacts to understand customer needs, applications, and requirements.
• Participate in customer visits as required.
• Contribute to achieving zero safety-related issues, maximizing customer satisfaction, and fulfilling project goals related to quality, cost, and lead time.
• Participate in FAT, FAI, FWT activities and customer audits as required.
• Support and influence the definition of customer quality requirements.
• Ensure the Voice of the Customer is effectively captured and translated into actions throughout the organization.
• Monitor quality performance achieved within projects.

Preventive and Proactive Quality

• Drive problem prevention and sustainable quality improvement by addressing identified root causes.
• Capture lessons learned from problem-solving activities and promote them to strengthen the quality culture.

Key Interfaces

• Customers
• Country Sales Offices
• Product Management
• R&D
• Manufacturing Plant
• Suppliers

Key Performance Indicators (KPIs)

• Customer Satisfaction
• Response Lead Time
• Report Quality
• Failure Rates
• Warranty Rates
• CONC

Qualifications:

• B.Sc. or M.Sc. in a relevant field of Engineering or Business.
• More than 10 years of experience in customer quality, quality engineering, manufacturing quality, or a related field.
• Experience in customer-facing quality roles within a technical or industrial environment.
• Experience leading cross-functional problem-solving activities and driving issue resolution.

Skills:

• Strong understanding of customer quality processes, continuous improvement methodologies, and quality management principles.
• Knowledge of electronics and electromechanical products.
• Excellent interpersonal, communication, and presentation skills.
• Strong ability to communicate effectively with customers, sales offices, management, and international stakeholders.
• Proven ability to lead and coordinate cross-functional teams in complex problem-solving situations.
• Strong customer advocacy mindset with a sense of urgency in severe issues and a customer-centric way of working.
• Advanced problem-solving and analytical skills, with the ability to identify root causes and drive sustainable corrective actions.
• Ability to influence decisions and drive improvements across functions without direct authority.

What we can offer to you:

• Contract in fast growing global company
• Challenging projects in dynamic collaborative team
• Great promotional opportunities - We encourage internal promotion, whenever possible
• Excellent working environment - safety and ethic are really important for us

All positions may require participation in video and in-person interviews as part of the hiring process. All candidates will be evaluated based on job-related competencies, and all candidates’ privacy rights and data security will be protected in accordance with applicable laws.

We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.