Quality Engineer

We are seeking a Quality Engineer to take ownership of aftersales acting as the quality voice between the customer and the business. This role is pivotal in ensuring that customer-reported issues are not only resolved efficiently, but are thoroughly understood and analysed.

The successful Quality Engineer will lead the investigation and resolution of field issues, applying structured problem-solving techniques, root cause analysis, and corrective and preventive action methodologies.

Working cross-functionally with Engineering, Production, Site Services, Planning, and Operational Excellence, the Quality Engineer ensures that aftersales and warranty activity feeds directly into design improvements, process refinement, and enhanced customer confidence. This role suits a quality professional who is comfortable operating at the interface of customer experience, technical investigation, and operational execution.

Roles and Responsibilities

• Develop and approve Risk Assessments and Method Statements (RAMS) to ensure safe, compliant site-based activities.
• Define Bills of Material (BOMs) required to support corrective actions and remedial works.
• Apply robust root cause analysis techniques to all warranty and aftersales issues, ensuring evidence-based conclusions.
• Collaborate with Engineering, Production, and Quality teams to define, implement, and verify effective corrective and preventive actions (CAPA).
• Maintain clear, structured communication with customers, managing expectations and providing transparent updates on progress and outcomes.
• Serve as the primary quality interface for customers in relation to aftersales and warranty concerns, ensuring a professional and consistent experience.
• Own the end-to-end management of aftersales and warranty cases, from initial issue capture through investigation, resolution, and formal closure.
• Lead on-site technical assessments to evaluate failures, confirm non-conformances, and identify true root causes.
• Coordinate with Site Services to ensure teams attending site are fully briefed, appropriately equipped, and supported with the correct documentation.
• Work alongside Planning to ensure interventions are scheduled efficiently, safely, and with minimal disruption.
• Track site activity progress to ensure work is completed on time, to specification, and to quality standards.
• Evaluate warranty claims against policy, contractual terms, and technical evidence to confirm entitlement.
• Maintain accurate records of all aftersales and warranty activity, ensuring full traceability and data integrity.
• Analyse warranty and aftersales data to identify trends, systemic issues, and improvement priorities.
• Feed structured insights back into Engineering, Production, and Operational Excellence to drive design, process, and service improvements.
• Contribute to continuous improvement initiatives, including failure mode analysis, design optimisation, and service process development.
• Support the Quality Manager with performance reporting across warranty cost, customer satisfaction, failure trends, and recurring root causes.
• Ensure all actions align with organisational standards for quality, compliance, safety, and customer commitment.

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