Quality Engineer - Customer Account Manager

At IEM, we’re not just building innovative electrical distribution systems, we’re shaping the future. IEM is dedicated to delivering world-class solutions for complex power needs. After 75 years, we continue to push the boundaries of what’s possible. Whether you’re an experienced professional or just starting out, you’ll have the opportunity to contribute, grow, and make a lasting impact on industries that power the world’s most dynamic markets.

IEM is currently seeking a Quality Engineer - Customer Account Manager for our Jacksonville, FL or Surrey, B.C offices and will report into the VP of Quality & Reliability. As a Quality Engineer – Customer Account Manager, you will be the primary point of contact for the Customer and Commercial Teams about quality-related issues. Collect root cause analysis data and provide corrective feedback due to quality issues. Responsible for ensuring that the products produced meet quality standards required to minimize quality costs and maximize customer satisfaction whilst ensuring that procedures and processes are adhered to. Ensure incoming materials meet required quality standards. Support new product introductions to ensure the robustness of product. Work in a team environment to develop and implement best practices that emphasize defect prevention, reduction in variation and waste and provide for continuous improvements in meeting all customer requirements. Manage the customer specific requirements and coordinate technical support. Work on many phases or sub-tasks of projects or entire projects of moderate complexity, with results impacting on project completion. Work mostly independently under general supervision, reviewed at project milestones and/or on completion by Senior Management.

Please note: This position requires 100% in-office presence and does not offer remote work.

Key Responsibilities:

Build strong, working relationships with customer and in-house commercial teams to ensure complete and transparent communication and support.

Coordinate activities to evaluate and resolve sometimes technically challenging engineering and quality-related problems encountered in the customer’s facility

Determine and collect relevant data for product and installation improvements to understand any problems and decide when to appropriately escalate issues

Investigate reports of defective, damaged or malfunctioning parts, assemblies, equipment or systems to determine nature and scope of problem that the customer is experiencing

Initiate containment of stock at all locations and prevent further nonconforming production

Investigate the fault and extent of potential recall

Examine defective part for conformance to engineering design drawings or specifications

Identify anomalies on engineering drawings back to the design function

Maintain records to oversee recording of information by others to ensure engineering drawings and documents are current and that engineering related production problems and resolutions are documented

Provide feedback to company on what the issues are

Evaluate findings to formulate corrective action plan and coordinate implementation

Control clean cut-offs throughout and ensure containment is managed while on-going corrective actions are implemented

Organize any re-work of finished goods that may be necessary

Report into the customer what the root causes were to quality issues, the containment measures and corrective actions taken to ensure resolution

Review engineering specifications, orders and related information to maintain current knowledge of manufacturing methods, procedures and activities

Assist with training of quality awareness

Monitor and report on Key Performance Indicators (KPIs) in order to adhere to process and prevent occurrence of any non-conformity relating to product, process or system

Assist with new product introduction, representing the customer and support and manage pre-production trial runs and first off sample approvals

Promote the use of customer preferred techniques for continuous improvement such as Six-Sigma, Poka-Yoke (Error Proofing), Kaizen

Participate in the development and refinement of Design and Process FMEA’s (Failure Mode and Effects Analysis) and represent the customer’s views

Manage and coordinate customer PPM, DO, DPU, cost recovery and supplier warranty indicators

Keep up with current and developing manufacturing and engineering trends that concern the customer’s product

Contribute to continuous improvement activities

Quality control of work by appropriate reviews

Support and lead process improvement activities

Write reports and present progress at project meetings and to clients

Plan projects or subtasks so they may be tracked and presented

Perform root cause analysis and resolve problems

Provide advice and guidance to management teams as required

Provide support to all internal departments to maintain and improve product quality

Communicate efficiently with IEM and customer’s management

Liaise and communicate with other departments, customers, and other service providers

Participate in cross-functional teams in the development of new products or changes related to current products in meeting customer requirements

Develop quality relationships with the customer

Comply with the Health, Safety and Environmental Policies both in-house and at the customer

The candidate will be expected to perform additional duties as assigned to support the team and organization

Qualifications:

Bachelor's in Business/Commercial or Manufacturing/Engineering degree preferred

Minimum of 5 years of experience in Quality Assurance

Demonstrated experience of 3 to 5 years in engaging with customers and suppliers

Previous experience in a manufacturing environment

Ability to work independently with minimal supervision

Proficient in 8D, CARs, and quality systems

Knowledgeable in Lean Manufacturing, APQP, PPAP, FMEA

Familiarity with ISO9001

Understanding of engineering drawings and manufacturing processes

Adaptability to diverse and dynamic environments

Strong planning and prioritization skills

Effective communication, negotiation, and presentation abilities

Proficient problem-solving skills

Understanding of Health and Safety practices

Team player with analytical skills

Awareness of cost and financial impacts

Commercial and financial awareness is advantageous

Understanding of customer expectations and of quality failure/cost

Demonstrated career ambition with a track record of growth and increasing responsibility; highly promotable with the potential to take on broader leadership roles within a fast-paced, high-growth organization

Compensation actually offered for this role will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

• [Surrey, B.C. Compensation Range: CAD 34.62/hr - 56.25/hr]
• [Jacksonville, FL Compensation Range: $85,000 - 125,000]

Why Join IEM

At IEM, you’ll join a team that powers some of the world’s most ambitious projects. We’re engineers, makers, and problem-solvers who thrive on tackling complex challenges and delivering solutions that keep industries moving forward. If you’re driven, collaborative, and ready to make an impact, we’d love to hear from you. Your creativity and passion can help us achieve great things—come be part of the journey.

Learn more about IEM at https://www.iemfg.com

We offer comprehensive and competitive benefits package designed to support our employees' well-being, growth, and long-term success. View a snapshot of our benefits at https://www.iemfg