Serve as the primary quality contact for customers, managing quality issues for liquid-cooling products from complaint through resolution. Coordinate cross-functional teams, factories, suppliers, and service partners to ensure timely containment and corrective action. This role suits a hands-on quality professional with strong coordination and problem-solving skills.
Key Responsibilities
1. Customer Quality Interface
- Serve as the primary contact for customer quality complaints and issues related to liquid-cooling products.
- Respond promptly to customer concerns, clarify the problem, establish priorities, and coordinate the appropriate response.
- Maintain clear and professional communication with customers regarding containment measures, investigation progress, corrective actions, and closure.
- Build customer confidence through timely responses, structured follow-up, and effective issue resolution.
2. On-Site Quality Containment and Sorting
- Mobilize and coordinate resources for on-site sorting, inspection, rework, or containment activities at customer or warehouse locations.
- Arrange qualified personnel, inspection equipment, work instructions, logistics, and reporting as required.
- Coordinate activities with customer quality teams, Delta factories, suppliers, and third-party sorting providers.
- Monitor sorting progress, inspection results, defect rates, and containment effectiveness.
- Ensure suspect products are properly identified, segregated, and controlled to prevent unintended use or shipment.
- Be willing to travel on short notice when urgent customer quality issues require on-site support.
3. Cross-Functional Problem Resolution
- Coordinate Quality, R&D, Manufacturing, Operations, Supply Chain, and suppliers to investigate and resolve customer issues.
- Assign clear owners and deadlines for containment, root-cause analysis, corrective actions, and verification.
- Escalate critical issues promptly and mobilize management support when necessary.
- Drive actions to completion rather than simply forwarding customer complaints to internal departments.
4. Root-Cause Analysis and Corrective Actions
- Coordinate structured root-cause investigations using appropriate problem-solving methods, such as 8D, 5 Why, Ishikawa diagrams, and failure analysis.
- Collect and consolidate customer feedback, defect evidence, inspection data, and factory investigation results.
- Ensure corrective and preventive actions address the actual root cause rather than only the immediate symptom.
- Follow up on implementation and verify the effectiveness of corrective actions before closing issues with customers.
5. Quality Reporting and Governance
- Maintain a clear record of customer complaints, containment status, sorting results, root causes, corrective actions, and closure dates.
- Prepare regular quality updates for customers and internal management.
- Track key indicators, including response time, complaint closure time, defect rates, sorting effectiveness, and recurrence of issues.
- Identify recurring quality problems and drive preventive improvements across products, factories, and suppliers.
6. Product and Process Learning
- Develop working knowledge of Delta's liquid-cooling product portfolio, including cold plates, CDUs, manifolds, and related components.
- Learn relevant manufacturing processes, inspection methods, and quality requirements.
- Understand the basic functions of liquid-cooling systems sufficiently to communicate customer issues accurately and coordinate the right technical experts.
- Work with product engineering and manufacturing teams to improve understanding of failure modes and quality risks.
- Experience in customer quality, supplier quality, manufacturing quality, quality assurance, or a similar engineering coordination role.
- Strong communication skills and confidence in dealing directly with customers, including under pressure.
- Proven ability to coordinate multiple departments and drive quality issues through to resolution.
- Experience with 8D reports, 5 Why, Ishikawa diagrams, FMEA, CAPA, or similar quality tools.
- Strong organizational and follow-up skills, with the ability to manage multiple urgent issues simultaneously.
- Willingness and ability to travel to customer sites, factories, warehouses, or supplier locations when required.
- Fluent English and the ability to communicate technical and quality issues clearly. Fluent Chinese will be a plus
- A proactive, hands-on attitude, with a strong sense of ownership and urgency.
As an innovative and global company, you are offered a friendly working atmosphere and a constructive working environment leaving much room for new possibilities and ideas. Use this opportunity and show us your motivation.