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Customer Service Quality Engineer  (Closed)

Job Title: Customer Service Quality Engineer  (Closed)
Our Client: A Leading Energy and Battery Solution Company
Country: United States
Location: Auburn Hills, MI or Normal, IL
Specialisation: Manufacturing & Engineering
Salary: $50,000-$100,000
Job Reference: 4726
Contact Person: Brandon K. PARK Senior Director
Contact Email:
Job Published: 2023-05-20


Customer Service Engineer

About Our Client


Job Summary

This person conducts necessary analysis regarding quality issues occurring on the Customer's side and takes appropriate actions to correct such issues. S/he also provides exemplary customer service in all American regions (North/Central/South).

Job Description

  • 1. Responds for Quality Issues (Field / Customer / Partner)
  • 1.1. Visits to Customer Site
  • ? Understanding the Voice of the PA Customer
  • ? Disassembles & repairs purportedly defective Products
  • ? Responds to urgent issues at the very front line
  • 1.2. Defect Analysis
  • ? Analyzes the cause of defect & establishes improvement plan for such defect
  • ? Analyzes purportedly defective Products collected at the RMA Center
  • ? Confirms which party (either SAMSUNG SDI or Customer) is liable for the defect occurred
  • 1.3. Reporting
  • ? Compile reports of “Quality Issue State" on a monthly/weekly basis
  • 2. Manages Customer Service Center
  • 2 .1. Manages Customer Refund and Compensation for returned products which includes the Return Merchandise Authorization (RMA) process
  • ? Requests for approval of refund
  • ? Manages refund status
  • ? Logistics tracking for refund status
  • 2.2. Supports the Customer Service Center
  • ? Supports applicable technology
  • ? Gives training on "New Product" before its launch
  • 2.4. Performs Quality Audit of the RMA Center
  • ? Quality Process & Quality System Audit
  • 2.3. Manages Inventory of complete products/solutions of the RMA Center and Customer Consignment Stock
  • ? Takes Inventory on a half-yearly basis
  • ? Confirms the RMA Center's final scrap of Defective Products
  • 3. Provides Tech-Support to the EV and power applications
  • 3.1. Performs installation site survey prior to Product's installation
  • ? Analyzes installation environment
  • ? Communicates to the Samsung SDI headquarter about any expected quality issues
  • ? Sends the field data to the SDI headquarter
  • 3.2. Provides support to an Installation Site before and after commissioning
  • ? Provides feedback about any potential quality issues
  • ? Repairs any defects that may occur at the time of installation
  • 3.3. Provides Tech-Support to Customer or Partner
  • ? Method of Product operation
  • ? Method of Trouble Shooting
  • ? Establish and maintain customer relationships to increase customer satisfaction;
  • ? Supervise employees to operate according to SOP in reworking;
  • ? Follow up assembly process in client, cooperate to solve the problem in assembly process.
  • ? Identify potential risk for customer using.
  • ? Actively report the products usage and be able to handle emergencies independently.
  • ? Responsible for the summary of customer quality problem in the charge of the areas;
  • ? Follow up the quality problem solving process (according to customer requirements).


  • ? Bachelor's degree in Chemistry or Material science or Electricity or Electronics
  • ? Master’s degree in any battery related field is a plus
  • ? 2 years customer Quality Engineer experience in Automotive or Lithium ion batteries industry is preferred
  • ? Communicates smoothly with our customers with a positive attitude at all times
  • ? Understand the quality improvement tools (eg: FMEA, FTA, 8D)
  • ? Good communication skills in English and Korean (Bilingual), logical expression and pressure resistance.
  • ? Field experience, hands-on practice and knowledge about Automotive or Lithium ion batteries industry.
  • ? Wide knowledge about USA Regulations & Standards related to Automotive or Lithium ion batteries industry.
  • ? Must be able to travel up to 20%
  • ? Must be able to lift and carry heavy-weight Products
  • ? Other duties may be assigned as needed by Management.

What's On Offer

Apply online or feel free to contact us directly for more information about the opportunity. Due to the high volume of applicant, we regret to inform that only shortlisted candidates will be notified. Thank you for your understanding.

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Brandon PARK

+1 970 215 0679

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