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Customer Quality Engineer

Company: Proto Labs, Inc.
Location: Plymouth
Posted on: April 9, 2021

Job Description:

The Customer Quality Engineer is responsible for providing technical customer support in post-sale quality issues of Protolabs service offerings, gaining a solid understanding of the customer's technical requirements, and communicating appropriate solutions. The Customer Quality Engineer must also lead the technical resolution of any post-sales technical issues in a manner that helps Protolabs retain our valuable customers. Specific Duties Include:

  • Answer customer phone calls and emails to provide strong customer service and positively resolve all customer issues in a timely manner
  • Diagnose post-sale quality issues by working cross-departmentally to research symptoms and root causes associated with customer complaint; determine a course of action and communicate plan with customer
  • Direct internal designers on appropriate changes to resolve customer non-conformances, if applicable
  • Communicate customer issues by properly documenting in the intranet and CRM system.
  • Maintain 4 hour responsiveness guidelines set on all customer (internal and external) issues
  • Support manufacturing in pre-shipment quality or process issues by proactively communicating with customers and allowing customers to participate in decisions that affect part quality and delivery
  • Promptly and accurately address technical questions about part manufacturability including part design issues
  • Build and maintain relationships with customers
  • Support customer-centric philosophy in all written and verbal communications both internally and externally
  • Other duties as assigned Minimum Qualifications:--
    • Four year degree from an accredited college or university OR
    • 3+ years of experience in mechanical or manufacturing engineering or related field
    • Direct experience successfully supporting end customers
    • Proven professional business correspondence and relationship building skills
    • Confident verbal and written communication skills, across different levels of business professionals
    • Strong interpersonal skills, with an ability to build rapport and customer trust
    • Strong background with Quality Control inspection techniques and documentation methods
    • Solid understanding of Injection Molding
    • Proficient with measuring instruments including calipers, surface plates, pin and height gauges
    • Experienced with CRM and MS Office products
    • Demonstrate sound business judgment Education Requirements:
      • Four year degree from an accredited college or university OR
      • 3+ years of experience in mechanical or manufacturing engineering or related field Preferred Qualifications:
        • 2+ years successful experience working directly with end customers
        • Prior experience in customer service or a sales role strongly desired
        • Experience with 3D CAD modeling software, SolidWorks or equivalent is highly desired
        • Energized by communicating with others
        • Strong sense of urgency and ability to be highly responsive
        • Strong attention to detail
        • Self-motivated, positive attitude and able to work independently or in a team environment
        • Receptive to constructive feedback from supervisors, peers and customers
        • Ability to multi-task and prioritize work Proto Labs maintains ITAR-compliant operations in all of our United States based facilities. Due to ITAR regulations, this role is only open to U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status. Individuals with temporary visas (e.g. E, F-1, H-1, H-2, L, B, J, TN or OPT) are not eligible for hire in this role. Proto Labs, Inc. is an Affirmative Action / Equal Opportunity Employer Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Proto Labs, Inc., Plymouth , Customer Quality Engineer, Engineering , Plymouth, Massachusetts

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