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We are seeking a Lead Customer Quality Engineer to join our regional Quality team.
This role is based in Hengelo, the Netherlands, with hybrid working arrangements available.
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.
- 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.
- 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.
- 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.
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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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