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Associate Customer Quality Engineer

Company: Thermo Fisher Scientific Inc.
Location: Rochester
Posted on: January 11, 2019

Job Description:

Job ID : 84298BR Location : US - New York - Rochester : Job Description Position Summary: Under the direction of the Customer Quality Manager, the Associate Customer Quality Engineer is responsible for supporting the Customer Complaint Management Process in an ISO 13485/ GMP Quality Management System. Responsibilities: * Interact with Technical Support department, Customer Service and/ or Sales Representatives to ensure that * Information and samples necessary to investigate a customer complaint are received * Credit or replacement product is issued to a customer for confirmed complaints * Interact with Customer Quality Team in order to * Perform a risk assessment (Severity, Occurrence, Detection) for a complaint * Evaluate or understand how complaint samples compare to established specifications * Review data to determine if a complaint is an isolated incident or not * Interact with Quality Control in order to * Evaluate or understand how complaint samples compare to established specifications * Submit work orders to evaluate complaint samples * Lead customer complaint investigations working with cross-functional teams including Quality, Engineering and Manufacturing in order to * Identify the root cause * Identify corrections, corrective actions and preventive actions * Participate in or lead CAPA investigations (Corrective and Preventive Action) * Write Corrective Action Response to summarize customer complaint investigations for the customer * Interact with customers by email, phone and/ or in-person as needed to investigate and report on customer complaints * Analyze customer complaint data to identify trends Minimum Requirements/ Qualifications: * Requires a Bachelor's degree or equivalent experience with the responsibilities defined above * Ability to use Microsoft Office (Word, Excel, Internet Explorer) and Google Chrome required * Ability to manage customers and internal teams * Experience in an ISO/ Regulated Environment is desired * Experience using SAP is desired * Experience using TrackWise is desired * Experience interacting with customers is desired Professional Characteristics: * Effective oral and written communication skills * Excellent interpersonal skills * Strong decision making skills * Strong attention to detail * Effective time management * Ability to multi-task and balance multiple priorities at the same time * Self-driven/ self-motivated * Strong desire to improve quality and satisfy customer * Thermo Fisher Scientific's 4I Values (Integrity, Intensity, Innovation, Involvement) If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here for further assistance. Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.SDL2017

Keywords: Thermo Fisher Scientific Inc., Rochester , Associate Customer Quality Engineer, Engineering , Rochester, New York

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