Lead Customer Quality Engineer - Data Center and Electrical Solutions
Work Arrangement
Office Days per Week: 2 days
Key Skills
Job Description
Unlock Your Potential at Eaton: Where Diversity Drives Innovation. No matter where you come from, your aspirations matter to us. We believe in the power of different perspectives, experiences, and backgrounds to ignite innovation and drive success. We're in the business of empowering people, and that includes you. Your journey here is not just about a job; it's about a shared vision for a brighter, more sustainable future.
We are seeking a Lead Customer Quality Engineer to join our regional Quality team, supporting our Data Center and Electrical Solutions business across the region.
This role can be based in the Netherlands or Germany, with flexible remote working arrangements. We are also open to candidates who are willing to relocate or who can travel regularly to Hengelo. The successful candidate should be able to spend 1-2 days per week in Hengelo and travel approximately 30% of the time for customer meetings, team coaching, and other business activities across the region. Occasional overnight stays may be required.
In this highly visible role, you will work closely with key customers, manufacturing sites, and cross-functional teams to drive customer quality excellence and support growth within the rapidly expanding Data Center and Electrical Solutions market.
In this role, you will be responsible for leading and managing all customer-related quality and warranty activities within the facility. The position focuses on ensuring customer satisfaction by providing timely, structured, and effective responses to customer quality issues, complaints, field cases, and warranty-related matters.
You will deliver clear and professional communication to customers, maintain strong alignment with internal teams, and apply Eaton's Quality Management (QM) systems to sustain high standards of quality performance.
The role requires strong analytical skills, diplomacy in customer interactions, and the ability to drive fact-based problem-solving initiatives. In addition to customer quality responsibilities, you will own end-to-end warranty processes, coordinate field service activities, and manage product returns and failure analysis.
The Lead Customer Quality Engineer ensures transparency, traceability, and compliance with customer-specific requirements while continuously driving improvements in product performance and the overall customer experience.
Key Responsibilities:
- 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, and R&D) to ensure the 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 accurately and within defined timelines.
- Coordinate product return investigations (0-km and warranty returns) 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's quality performance.
- Support the implementation of and adherence to EQMS quality frameworks.
- Maintain product and process traceability in accordance with automotive and customer requirements.
- Drive preventive actions to avoid issue recurrence and contribute to long-term quality stability.
- Maintain a strong understanding of automotive industry expectations regarding responsiveness, documentation accuracy, and escalation protocols.
- Support error-proofing, process control, and data discipline to reinforce a zero-defect culture.
Qualifications & Experience:
- Bachelor's degree in Electrical Engineering, Electrical & Electronics Engineering, Mechanical Engineering, or a related engineering discipline (Master's degree is a plus).
- Minimum of 5 years of experience in quality engineering, customer quality, warranty management, field quality, or related functions.
- Experience in electrical equipment, power distribution, switchgear, transformer, or energy-related industries is preferred.
- Hands-on experience 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, including 8D, RCA, 5 Why, Ishikawa, and 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 Non-Conformance (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 objectives.
- Experience with CIM (Customer Interaction Management) or similar complaint management systems is an advantage.
- Knowledge of SAP, Salesforce, or similar platforms is preferred.
- Ability to interpret technical drawings, specifications, tolerance analyses, and measurement data.
- Strong ability to analyze technical data, warranty data, and field performance trends.
- Fluency in English (written and spoken) is required.
Skills & Competencies:
- Strong customer focus with the ability to communicate professionally, clearly, and diplomatically.
- High level of ownership, accountability, and a proactive mindset, with a focus on problem prevention.
- Strong analytical thinking and fact-based decision-making skills.
- Excellent cross-functional collaboration skills, with the ability to work effectively across Production, Engineering, Service, and Supply Chain teams.
- Strong coordination and influencing skills without direct authority.
- Ability to manage multiple priorities in a fast-paced environment.
- Effective conflict management skills and the ability to professionally de-escalate customer concerns.
- Strong communication and presentation skills, with clarity in both written and verbal interactions.
- Detail-oriented mindset with a high degree of accuracy in documentation and reporting.
- Customer-focused approach with a strong sense of responsiveness and solution orientation.
- Ability to balance customer expectations with internal capabilities and business constraints.
What we offer:
- Competitive compensation and benefits package
- Challenging projects in dynamic collaborative team
- Flexible working solutions
- We make your aspirations matter – Eaton encourages internal promotion, whenever possible
- We make your growth matter - We invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
- We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people’s lives and the environment through power management technologies.
- We make your wellbeing matter – We put your health and safety first. Wellness at Eaton is more than a program, it’s about changing the environment by offering the right tools to help empower employees to make that happen.
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.
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Core Responsibilities
The Lead Customer Quality Engineer manages customer-related quality and warranty activities, including complaint resolution and root cause analysis. They act as the primary quality contact for customers while coordinating cross-functional teams to drive product performance improvements.
Requirements
Candidates must hold a Bachelor's degree in an engineering discipline and possess at least 5 years of experience in quality or warranty management. Strong technical knowledge of electrical systems and proficiency in structured problem-solving methodologies are essential.
Benefits
- Competitive compensation
- Flexible working solutions
- Internal promotion opportunities
- Learning and development opportunities
- Wellness programs
About Eaton Corporation
Industry: Appliances, Electrical, and Electronics Manufacturing
Company size: 10,001+ employees
Eaton is an intelligent power management company dedicated to improving the quality of life and protecting the environment for people everywhere. We are guided by our commitment to do business right, to operate sustainably and to help our customers manage power ─ today and well into the future. By capitalizing on the global growth trends of electrification and digitalization, we’re accelerating the planet’s transition to renewable energy and helping to solve the world’s most urgent power management challenges. Eaton is an Equal Opportunity Employer. Eaton is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.