CQM staff engineer

Western Digital is a global technology company focused on data storage, powering innovation across various industries. They are seeking a CQM Staff Engineer to manage customer quality, ensuring customer satisfaction by monitoring product performance, coordinating cross-functional teams to resolve issues, and managing customer escalations. The role involves working with internal technical organizations to drive resolutions and providing lessons learned for new and sustaining products, owning the end-to-end customer issue resolution process.

Must Have

• Monitor product performance at customers, share information with internal teams and call for actions when needed.
• Coordinate the work of cross-functional team to resolve product related issues at customers.
• Manage customer escalations and closure strategy.
• Work with internal technical organizations and teams to drive resolution of customer issues.
• Provide lessons learned for new and sustaining product.
• Own all end-to-end Sustaining customer issue resolution process.
• Participate in Customer QBR’s, Audits, and drive Customer Quality initiatives as needed.
• Bachelor or higher degree in Electrical/Electronics/Mechanical Engineering/Science or related field.
• Strong knowledge of quality and reliability, driving issue resolution following 8D methodology.
• High level of analytical skills, strong organizational and project management skills.
• Excellent communication (fluent in Mandarin and English).
• 5+ years of experience in a similar function, computer manufacturing or electronic manufacturing industry preferred.
• Experience in managing one or more teams of engineers, technicians in customer support function.
• Familiar with HDD manufacturing floor information system and control.
• Knowledge and application of ISO 9001 Quality Management System, Quality Tools like Statistical Process Control (SPC), Failure Mode Effect Analysis (FMEA), Design of Experiment (DOE).

Good to Have

• Japanese language skills.
• Knowledge of Six Sigma or Six Sigma Black Belt.

Company Description

“At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible.

At our core, Western Digital is a company of problem solvers. People achieve extraordinary things given the right technology. For decades, we’ve been doing just that—our technology helped people put a man on the moon and capture the first-ever picture of a black hole.

We offer an expansive portfolio of technologies, HDDs, and platforms for business, creative professionals, and consumers alike under our Western Digital®, WD®, WD_BLACK™, and SanDisk® Professional brands.

We are a key partner to some of the largest and highest-growth organizations in the world. From enabling systems to make cities safer and more connected, to powering the data centers behind many of the world’s biggest companies and hyperscale cloud providers, to meeting the massive and ever-growing data storage needs of the AI era, Western Digital is fueling a brighter, smarter future.

Today’s exceptional challenges require your unique skills. Together, we can build the future of data storage.”

Job Description

BROAD FUNCTIONS

Manage Customer Quality with cross functional teams to meet customer expectations.

RESPONSIBILITIES

• Monitor product performance at customers, share the information with internal teams and call for actions when needed.
• Coordinate the work of cross-functional team to resolve product related issues at customers.
• Manage customer escalations and closure strategy.
• Work with internal technical organizations and teams (such as design, assembly and product testing) to drive resolution of customer issues.
• Provide lessons learned for new and sustaining product.
• Own all end-to-end Sustaining customer issue resolution process.
• Participate in Customer QBR’s, Audits, and drive Customer Quality initiatives as needed.

Qualifications

Educational Required:

• Bachelor or higher degree in Electrical/Electronics/Mechanical Engineering/Science or related field.

Skill Required:

• Strong knowledge of quality and reliability, driving issue resolution following 8D methodology
• High level of analytical skills, strong organizational and project management skills.
• Excellent communication (fluent in Mandarin and English, Japanese is a plus) and presentation skills.
• Resilient and able to deal with challenging situations.
• Flexible to meet the demands of the role.
• Quick learner - can pick up new tools for reporting and analysis.

Experience:

• 5+ years of experience in a similar function, computer manufacturing or electronic manufacturing industry preferred.
• Experience in managing one or more teams of engineers, technicians in customer support function.
• Familiar with HDD manufacturing floor information system and control.
• Knowledge and application of ISO 9001 Quality Management System, Quality Tools like Statistical Process Control (SPC), Failure Mode Effect Analysis (FMEA), Design of Experiment (DOE) or its equivalent.
• Knowledge of Six Sigma or Six Sigma Black Belt will be added advantage.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Western Digital thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.

Western Digital is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at jobs.accommodations@wdc.com to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

Notice To Candidates: Please be aware that Western Digital and its subsidiaries will never request payment as a condition for applying for a position or receiving an offer of employment. Should you encounter any such requests, please report it immediately to Western Digital Ethics Helpline or email compliance@wdc.com.