The Customer Quality Engineer (CQE) is responsible for managing customer quality requirements, complaints, product failures, returns, and warranty-related issues. The role acts as a key interface between the customer and internal cross-functional teams, including Production, Quality, Design & Engineering, Supplier Quality, and NPD.

The CQE will ensure timely resolution of customer complaints, effective root cause analysis, implementation of corrective and preventive actions, and continuous improvement to enhance customer satisfaction and prevent recurrence of quality issues.

Key Responsibilities

1. Customer Complaint Handling
- Receive, register, and manage customer complaints related to product defects, failures, performance issues, and returns.
- Acknowledge customer complaints promptly and maintain effective communication throughout the resolution process.
- Coordinate with relevant internal teams to ensure timely containment and resolution of customer issues.
- Maintain proper records and tracking of customer complaints and their closure status.




- Monitor critical customer complaints and escalate issues to management when required.

2. Problem Investigation & Root Cause Analysis
- Analyze customer complaints, returned products, warranty parts, and field failures.
- Coordinate product inspection, testing, and failure analysis to identify the actual root cause.
- Use structured problem-solving methodologies such as:
- 5 Why Analysis
- Fishbone / Ishikawa Diagram
- 8D Methodology
- Why-Why Analysis
- Identify whether the root cause is related to process, material, design, supplier, manufacturing, or application/usage conditions.
- Ensure root cause validation through appropriate data and evidence.

3. Corrective & Preventive Action (CAPA)
- Develop and coordinate corrective actions to address customer quality issues.
- Implement preventive actions to eliminate the possibility of recurrence.
- Coordinate containment actions for affected products and ensure proper

📌 Customer Quality Engineer (Poonamallee)
🏢 Abhinava Rizel
📍 Poonamallee