Customer Quality Engineer - Liquid Cooling

Serve as the primary quality contact for customers, managing quality issues for liquid-cooling products from complaint through resolution. Coordinate cross-functional teams, factories, suppliers, and service partners to ensure timely containment and corrective action. This role suits a hands-on quality professional with strong coordination and problem-solving skills. Key Responsibilities 1. Customer Quality Interface • Serve as the primary contact for customer quality complaints and issues related to liquid-cooling products. • Respond promptly to customer concerns, clarify the problem, establish priorities, and coordinate the appropriate response. • Maintain clear and professional communication with customers regarding containment measures, investigation progress, corrective actions, and closure. • Build customer confidence through timely responses, structured follow-up, and effective issue resolution. 2. On-Site Quality Containment and Sorting • Mobilize and coordinate resources for on-site sorting, inspection, rework, or containment activities at customer or warehouse locations. • Arrange qualified personnel, inspection equipment, work instructions, logistics, and reporting as required. • Coordinate activities with customer quality teams, Delta factories, suppliers, and third-party sorting providers. • Monitor sorting progress, inspection results, defect rates, and containment effectiveness. • Ensure suspect products are properly identified, segregated, and controlled to prevent unintended use or shipment. • Be willing to travel on short notice when urgent customer quality issues require on-site support. 3. Cross-Functional Problem Resolution • Coordinate Quality, R&D, Manufacturing, Operations, Supply Chain, and suppliers to investigate and resolve customer issues. • Assign clear owners and deadlines for containment, root-cause analysis, corrective actions, and verification. • Escalate critical issues promptly and mobilize management support when necessary. • Drive actions to completion rather than simply forwarding customer complaints to internal departments. 4. Root-Cause Analysis and Corrective Actions • Coordinate structured root-cause investigations using appropriate problem-solving methods, such as 8D, 5 Why, Ishikawa diagrams, and failure analysis. • Collect and consolidate customer feedback, defect evidence, inspection data, and factory investigation results. • Ensure corrective and preventive actions address the actual root cause rather than only the immediate symptom. • Follow up on implementation and verify the effectiveness of corrective actions before closing issues with customers. 5. Quality Reporting and Governance • Maintain a clear record of customer complaints, containment status, sorting results, root causes, corrective actions, and closure dates. • Prepare regular quality updates for customers and internal management. • Track key indicators, including response time, complaint closure time, defect rates, sorting effectiveness, and recurrence of issues. • Identify recurring quality problems and drive preventive improvements across products, factories, and suppliers. 6. Product and Process Learning • Develop working knowledge of Delta's liquid-cooling product portfolio, including cold plates, CDUs, manifolds, and related components. • Learn relevant manufacturing processes, inspection methods, and quality requirements. • Understand the basic functions of liquid-cooling systems sufficiently to communicate customer issues accurately and coordinate the right technical experts. • Work with product engineering and manufacturing teams to improve understanding of failure modes and quality risks. • Experience in customer quality, supplier quality, manufacturing quality, quality assurance