Customer Quality Engineer
Eaton
Ankara, Turkey
Full-Time
Competitive
OfficeExecutive
The Customer Quality Engineer is responsible for leading and managing all customer-related quality and warranty activities within the Eaton Sincan facility. This role focuses on ensuring customer satisfaction by providing timely, structured, and effective responses to customer quality issues, complaints, field cases, and warranty-related topics. The engineer will deliver clear communication to customers, maintain strong alignment with internal teams, and apply Eaton's QM systems to sustain high standards of quality performance.
The position requires strong analytical capabilities, diplomacy in customer communication, and the ability to drive fact-based problem solving. In addition to customer quality responsibilities, the role includes ownership of end-to-end warranty processes, coordination of field service activities, and management of product return and failure analysis. The Customer Quality Engineer ensures transparency, traceability, and compliance with customer-specific requirements while continuously focusing on improving existing product performance and overall customer experience.
What you'll do:
Manage all customer complaints through CIM or equivalent systems, ensuring timely communication, containment actions, and complete documentation.
Lead root cause analysis and corrective actions using structured problem-solving tools (8D, RCA, FMEA).
Provide regular updates to customers, ensuring clarity, transparency, and alignment with expectations.
Act as the primary quality contact for customers, delivering professional, diplomatic, and fact-based communication.
Coordinate cross-functional involvement (production, engineering, maintenance, supply chain, service, R&D) for rapid resolution of customer concerns.
Monitor customer-specific KPIs (PPM, DPU, RCCA closure rate, complaint rate, warranty performance etc.) and coordinate improvement actions.
Analyze product performance trends, warranty data, repair volumes, and field issues to identify risks and improvement opportunities.
Manage end-to-end warranty processes, including service requests, complaint handling, and case closure.
Coordinate field service activities and on-site interventions with internal teams and external partners.
Track and close warranty cases with high accuracy and within defined timelines.
Coordinate product return (0-km, warranty) investigations and lead field return analysis.
Prepare and present customer quality reports, field performance reviews, and improvement plans.
Participate in customer meetings, audits, and quality reviews to represent Eaton Sincan's quality performance.
Support implementation and adherence to EQMS quality frameworks.
Maintain product and process traceability expectations aligned with automotive and customer requirements.
Drive preventive actions to avoid recurrence of issues and contribute to long-term quality stability.
Maintain strong knowledge of automotive expectations regarding responsiveness, documentation accuracy, and escalation protocols.
Support error-proofing, process control, and data discipline to reinforce zero-defect culture."
Qualifications:
Bachelor's degree in Electrical Engineering, Electrical & Electronics Engineering, Mechanical Engineering, or related engineering discipline (Master's degree is a plus).
"Minimum 5+ years of experience in quality engineering, customer quality, warranty, field quality, or related functions.
Experience preferably in electrical equipment, power distribution, switchgear, transformer, or energy-related industries.
Hands-on experience in managing customer complaints, warranty processes, and field issues within a manufacturing environment."
Strong technical understanding of medium-voltage (MV) switchgear, electrical panels, protection components, and power distribution systems.
Solid knowledge of structured problem-solving methodologies (8D, RCA, 5 Why, Ishikawa, FMEA).
Hands-on experience in testing, validation, failure investigation, and field return analysis.
Experience with warranty processes including root cause identification, repair analysis, and cost of poor quality (CONC) monitoring.
Knowledge of quality tools and systems such as FMEA, Control Plans, SPC, and MSA.
Familiarity with ISO 9001 and IEC 62271-200 standards; audit experience is a plus.
Understanding of traceability systems, error-proofing (Poka-Yoke), and process control to support zero-defect expectations.
Experience with CIM (Customer Interaction Management) or similar complaint management systems is a plus.
Knowledge of SAP, Salesforce, or similar platforms is preferred.
Ability to interpret technical drawings, specifications, tolerance analysis, and measurement data.
Strong capability to analyze technical data, warranty data, and field performance trends.
Fluent in English (written and spoken); Turkish is required.
Skills:
Strong customer focus with the ability to manage communication in a professional, clear, and diplomatic manner.
High ownership, accountability, and proactive mindset with a focus on problem prevention.
Strong analytical thinking and fact-based decision-making capability.
Effective cross-functional collaboration skills; ability to work across production, engineering, service, and supply chain teams.
Strong coordination and influencing skills without formal authority.
Ability to manage multiple priorities in a fast-paced environment.
Effective conflict management and ability to de-escalate customer concerns professionally.
Strong communication and presentation skills, with clarity in both written and verbal interactions.
Detail-oriented mindset with high accuracy in documentation and reporting.
Customer-oriented approach with responsiveness and solution focus.
*Ability to balance customer expectations with internal capabilities and constraints.
What we offer: