Customer Quality Engineer

Customer Quality Engineer

About Us

LayerZero Power Systems Inc. is a globally recognized leader in providing state-of-the-art power distribution solutions for critical industries. With a strong focus on reliability, innovation, and customer satisfaction, we deliver advanced power systems products that ensure uninterrupted and dependable power supply in mission-critical environments. Our customer base is comprised of companies in the data center (our main focus), financial, computer service provision, and semiconductor manufacturing sectors. LayerZero Power Systems is on a trajectory of sustained growth, with a loyal customer base of existing Fortune 100 customers and an expanding portfolio of new customers.

Position Description

The Customer Quality Engineer protects the customer by leading rigorous investigation and permanent corrective action field quality opportunities. This role uses structured 8D problem solving, technical analysis, and cross-functional leadership to drive issues from immediate containment through verified corrective action and systemic prevention.

This position concentrates engineering resources on our toughest opportunities, ensures evidence-based root cause, and translates field learnings into stronger product, process, supplier, test, and quality-system controls.

Primary Duties

Lead Significant Investigations: Lead cross-functional technical investigations of customer quality issues from initial containment through verified permanent corrective action.

Apply 8D Problem Solving: Own disciplined 8D execution, including team formation, problem definition, interim containment, root-cause and escape-point verification, corrective-action selection, implementation, effectiveness validation, and prevention of recurrence.

Establish Containment: Coordinate timely, risk-based containment that protects customers and defines the potentially affected population while permanent corrective actions are developed.

Analyze Field Quality Data: Use ticket data, Pareto analysis, recurrence patterns, product history, and field evidence to identify emerging trends, chronic failure modes, and systemic risks.

Perform Technical Root Cause Analysis: Apply 5 Why, Ishikawa analysis, fault-tree thinking, failure reproduction, data analysis, drawing and specification review, test records, event logs, and physical evidence to prove or disprove competing hypotheses.

Drive Cross-Functional Corrective Action: Partner with Design Engineering, Manufacturing Engineering, Operations, Field Services, Supplier Quality, and other functions to eliminate physical root causes and the systemic conditions that allowed issues to occur or escape.

Strengthen Upstream Prevention: Translate field learnings into appropriate improvements to product design, component specifications, supplier controls, manufacturing processes, inspection and test methods, work instructions, training, or quality-system controls.

Communicate with Customers: Prepare clear, factual customer updates and 8D reports that distinguish confirmed facts, containment, investigation status, verified root cause, permanent corrective action, and effectiveness evidence.

Verify Effectiveness: Confirm that corrective actions address the verified causal chain, reduce recurrence risk, and remain effective before recommending investigation closure.

Deploy Lessons Horizontally: Evaluate completed investigations for application to related products, configurations, processes, suppliers, installations, and customer environments.

Maintain Investigation Discipline: Keep ticket records, evidence, decisions, milestones, ownership, and commitments accurate and current.

Support Field Investigation: Participate in customer-site investigations, equipment evaluation, or commissioning-style troubleshooting when direct observation and data acquisition are needed.

Education

• Bachelor’s degree in Electrical Engineering, Mechanical Engineering, Manufacturing Engineering, Industrial Engineering, Quality Engineering, or a related technical discipline required.
• An equivalent combination of technical education and directly relevant engineering, commissioning, field service, reliability, or quality experience may be considered.

Skills & Experience

• Minimum 3 years of experience in quality engineering, field quality, commissioning, reliability, failure analysis, product support, field service, manufacturing engineering, or a closely related technical role.
• Demonstrated experience leading complex root-cause investigations and corrective actions using 8D or a comparable structured problem-solving method.
• Strong technical troubleshooting capability, including the ability to separate symptoms, failure modes, contributing factors, physical root causes, and escape or systemic causes.
• Ability to interpret electrical one-lines, schematics, assembly drawings, engineering specifications, bills of material, test records, event logs, and other technical evidence relevant to an investigation.
• Working knowledge of 5 Why, Ishikawa/fishbone analysis, Pareto analysis, FMEA, containment, CAPA, failure analysis, and corrective-action effectiveness verification.
• Ability to use data and objective evidence to form, test, prove, and disprove causal hypotheses rather than relying on assumption or correlation alone.
• Proven ability to lead cross-functional teams and drive decisions, ownership, and closure without direct authority over participants.
• Clear written and verbal communication skills with the ability to explain technical findings to customers, leadership, and both technical and non-technical stakeholders.
• Comfort working in customer-facing and field environments where information may be incomplete, urgency is high, and disciplined judgment is required.
• Proficiency with Microsoft Excel and comfort working in ticketing, quality management, ERP, collaboration, and data-analysis systems.
• Ability and willingness to travel to customer or field sites as business needs require.

Preferred Skills

• Experience with mission-critical electrical power distribution equipment such as switchgear, static transfer switches, power distribution units, UPS systems, transformers, breakers, controls, or related equipment.
• Experience commissioning or troubleshooting equipment in data centers, critical infrastructure, industrial power, semiconductor, healthcare, telecommunications, or other high-availability environments.
• Experience in automotive, aerospace, defense, industrial automation, heavy equipment, or other industries with mature 8D, corrective-action, reliability, or field-quality practices.
• Knowledge of ISO 9001 quality management systems and risk-based corrective and preventive action practices.
• Experience with electrical measurement, event-log interpretation, failure reproduction, laboratory testing, component failure analysis, or reliability methods.
• ASQ Certified Quality Engineer (CQE), Certified Reliability Engineer (CRE), Six Sigma Green Belt or Black Belt, or comparable problem-solving credential.
• Experience presenting formal 8D findings or corrective-action plans directly to customers.

What Success Looks Like

Critical issues are contained: Cases have timely containment, clear technical ownership, defined exposure, and an evidence-based investigation plan.

Recurring problems are eliminated: Ticket data is used to identify emerging trends and convert repeated cases into focused corrective-action efforts that reduce recurrence.

Root cause is defensible: Significant investigations show a verified causal chain, confirmed escape point, objective evidence, and corrective actions linked to the proven causes.

Field lessons move upstream: Customer failures result in appropriate improvements to design, specifications, suppliers, manufacturing, inspection, testing, training, or the quality system.

Customers receive credible communication: Updates are timely, factual, technically sound, and clear about what is known, what remains under investigation, and what has been verified.

What We Offer

Competitive pay with performance incentives

100% company-paid medical, dental, and vision

401(k) with company match

3 weeks PTO, 10 paid holidays, and 2 floating holidays

Why You Will Love Working with Us

Impact: Develop your skills and expertise in a rapidly growing industry, with your work directly influencing the success of mission-critical projects.

Innovation: Immerse yourself in an environment that celebrates forward-thinking and continuous improvement.

Collaborative spirit: Work closely with engineers and other professionals to solve challenging technical problems and turn lessons from the field into stronger products and processes.

Grow with us: We are committed to your personal and professional development, offering opportunities to improve your skills and advance your career.

At LayerZero, we are proud to be an Equal Opportunity Employer. We welcome and celebrate diversity, and we are committed to creating an inclusive environment for all employees.