The position is for a Customer Quality Engineer professional in a rapidly growing  Lumentum hyperscale AI  products. The candidate will be required to respond, act on and follow through on all customer requests of quality related. This will include coordinating issue resolution with cross functional teams (including CMs) and developing proactive problem identification and resolution methods to drive a customer-focused culture throughout the organization. The ideal candidate should support and influence customers and leading internal cross-functions on all customer quality and reliability issues and requirements. They should be driven to achieve success and have unquestioned integrity.

Position Details:

∙ Drive a customer-focused culture throughout the organization by:
o Responding promptly to all customer requests
o Anticipating customer needs
o Providing flawless reports, metrics and presentations to both internal/external customers
o Drawing sound conclusions using data-driven results to enable teams to pinpoint areas for improvement
o Providing management with accurate and punctual accounts regarding customer status
o Providing solutions to drive improvements

o Leading customer quality/reliability meetings and activities

∙ Single customer point of contact for all Quality/reliablity-related issues from design in to massive product. Aligned with Global Account  Management and Geographical locations

o Owner of Coordination/resolution of all major customer quality issues with the help of other Lumentum functions (R&D/PE/PLM/SQE/Sales/Quality) and external/internal updates.

o Problem Resolution-Root Cause/Corrective/Preventive Action
o Drive and lead RMA Cycle Time reduction

o Coordinate FA and PRPs for major customer quality issues
o Reporting standardized Quality metrics
o Reporting ISO Status
o Reporting ship hold status and driving teams to closure on open items

∙ Maintain and manage Customer Performance Process (Customer scorecards and QBRs and support quality/reliability meetings, etc). Develop and drive goals and actions to improve scores quarter over quarter. 

∙ Develop and maintain Lean and Systematic continuous improvement plans and execute to due dates

∙ Lead and partner with contract manufacturers to improve their quality performance resulting in improved operational results, reduced costs of poor quality, reduced risk of quality excursions and increased customer satisfaction.

∙ Ensure 8-D Problem Resolution Process is thoroughly completed and implemented for all customer complaints.
o Candidate will be the final sign-off on all PRPs that go to our customers
o Ensure root cause is accurate using fishbone diagrams, 5-WHY methods, etc.
o Corrective actions are adequately identified and implemented
o Preventive actions are adequately identified and implemented to eliminate risk of recurrence
o Communicate full 8-D process to customers
o Prepare a variety of metrics to provide accurate picture to the customer
 

∙ Facilitate all customer audits and drive all findings to closure (both internally and with the customer). 

∙ Address Customer’s QAR specifications, quality contracts, quality surveys
 

∙ Provide closed loop feedback to other quality functions to prevent recurrences and for continual improvements.

∙ Development, implementation, improvement of Customer quality processes and procedures.

∙ Communicate and support Customer improvement initiatives

∙ Superb data mining and analysis capability

∙ Ability to plan, prioritize, set goals and manage multiple projects in a technical and business environment

∙ Outstanding teamwork, interpersonal and communication skills

∙ Regularly report and maintain all Customer Quality metrics and report to management as needed.

∙ Manage and motivate his/her team members

∙ BS/MS degree in an Engineering discipline and semi-conduct related
 over 5 years of experience in a Technical Engineering/Quality Engineering role for a Technology/High Tech Company and semi-conduct field experience is prefered

∙ ASQ Quality Engineer and auditor certification, along with six sigma black belt certification is highly preferred

∙ Experience in driving initiatives such as ISO 9001:2008, LEAN, Six sigma, 5S, and TQM

∙ Excellent computer and data mining skills with a strong background in SPC control methods (JMP a plus)

∙ Well-developed teamwork and collaboration skills and ability to communicate clearly and professionally both verbally and in writing

∙ Experience and proven success working with contract manufacturing models. Proven ability to drive improvements within those organizations

∙ Effective and efficient problem solving skills with the ability to multi-task and change course as necessary for the business.

∙ Must be able to work extended hours when required and travel both domestic and international (10% target)