Customer Quality Engineer (IDM)

Job Location US-MA-Billerica
Job ID
2018-4918
Category
Engr
Shift
1

Company Overview and Values

Why work at Entegris?

Lead. Inspire. Innovate. Define Your Future.

Not everyone who works for a global company shares the same background, experiences and perspectives. We leverage the differences of our employees to bring new ideas to the table. Every employee throughout the company is encouraged to share input on projects and initiatives. Our decision making process is truly a collaborative effort as we realize there are leaders at every level of the organization. We put our values at the core of how we operate as an organization — not just when it’s convenient, but in a lasting and meaningful way. We want the time and energy you spend here to have a positive impact on your life inside and outside of the office.

Entegris is a values-driven culture and our employees rally around our core PACE values: 

People 

Accountability

Creativity 
Excellence

The Role

  • The core purpose of this role is to provide customer quality engineering (CQE) support to a key North America IDM account in collaboration with the Entegris customer account management team and the account centric customer quality team.
  • This CQE role augments the account management team and existing customer quality team with increase bandwidth to support products from several business units within Entegris such as Micro contamination Control and CMP.
  • CQE core responsibilities include customer complaint management, customer initiative and requirement management and product change notification management. Product development engagement may also be required depending on the specific customer support plan.
  • The CQE role is very dynamic and cross-functional. In this role, CQE’s support a wide range of products across a wide range of customer accounts. This role offers flexibility, independence and requires knowledge, skills and abilities spanning multiple disciplines such as engineering, customer support, project management, quality management, auditing and relationship management.

In this role you will

  • Coordinate the Customer Quality Engineering support for a key IDM customer across multiple Entegris business units in cooperation with local Sales/Account team activities to ensure that customer requirements are understood and addressed in a timely and effective manner;
  • Directly Lead the Customer Quality communications for key Entegris product lines;
  • Oversee response programs including but not limited to: Customer Requests, Customer Complaints, Change Management and Customer data management / reporting programs.
  • Participate as required by CQE management in customer audits and account level performance management programs.
  • Ensure product implementation and compliance with SPC (Statistical Process Control) and SQC (Statistical Quality Control) in alignment with agreements with customers and in accordance with Entegris QOS (Quality Operating System) protocols;
  • Manage appropriate and timely communications as well as completion of Product Change Notification projects for assigned products to the customer in accordance with agreed upon customer requirements;
  • Document Customer Complaints (CC) and work with Entegris stakeholders to identify the root cause and implement corrective action to prevent re-occurrence based on the data provided by all internal functions/organizations and through support of direct customer interactions;
  • Develop relationships across worldwide quality teams for assigned products, investigating issues and drive the Voice of the Customer (VOC) for quality throughout the operations organization;
  • Interpret and cascade the Entegris Quality Assurance philosophy to personnel in the organization;
  • Perform Quality Engineering reviews of design and documentation for both new and existing products;
  • Participate with reporting on Customer Quality status for all product lines and regional customers during regular management reviews.

Traits we believe make a strong candidate

  • Bachelor of Science Degree in Chemical or Mechanical, or related technical field preferred;
  • Experience in a quality role or product support role, in the semiconductor industry and customer communications experience;
  • Experience with applicable quality tools such as pareto, FMEA’s, SPC/SQC, histograms, trend analysis, process mapping, design of experiments, cause and effect diagrams, 8D problem solving methodology;
  • Thorough understanding of requirements associated with the ISO 9001 quality standard;
  • Ability to travel 25-50%.

Your success will be measured by

  • The Customer Quality Engineering role is dynamic and cross-functional. CQE’s interact at multiple levels and with multiple contact points within the Customer, Entegris and Supplier organizations. This role is high impact, high output and high visibility that requires a calm-assertive demeanor and capability to manage multiple ever changing priorities. Within this role, the PACE value competencies are regularly required for success:
    • Accountability
    • Trust
    • Integrity
    • Dedication to Excellence
    • People & Teamwork
  • CQE’s performance is measured by both quantitative and qualitative means that include both Customer and Entegris KPI’s that require CQE support and oversight as well as subjective interpersonal ratings from customers and internal stakeholders that are vital to the overall success of the CQE role.

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