Job Description

Job Title

Customer Quality Engineer (Hydraulics)

Reports To

Global CTS Manager

Location

Houston, TX (approximately 25% travel across the Americas)

Summary

The Customer Quality Engineer is responsible for managing customer claims across North and South America for the Manuli, Ryco, and Techmaflex brands. This role owns first-level failure analysis of hydraulic components, leads structured root-cause investigations, and delivers clear, customer-ready technical reports. The position works closely with production plants, the technical centre, engineering, OEM, and WEO teams to ensure timely and effective corrective actions, high customer satisfaction, and continuous quality improvement.

Primary Responsibilities

· Own first-level failure analysis of hydraulic components and manage customer and supplier claims across North and South America.

· Lead 8D root-cause analyses and define, verify, and document corrective and preventive actions.

· Manage external (customer) and internal (supplier) claims through internal HDQ systems and customer portals, ensuring accurate data, actions, and timelines.

· Collect and review all information required for claim management, including application details and operating conditions.

· Analyze returned samples using appropriate measuring tools and document findings with measurements and photographs.

· Prepare and issue professional technical reports clearly outlining root causes and corrective actions.

· Visit customer sites (approximately 25% travel) to verify product application, installation, and usage, and provide technical guidance when required.

· Collaborate with production plants and the technical centre on testing, containment actions, and permanent corrective actions.

· Monitor claim metrics, identify trends, recommend preventive actions, and escalate systemic quality issues.

· Perform additional duties as assigned.

Qualifications

· Bachelor’s degree in Mechanical Engineering, Mechanical Engineering Technology, or a related discipline.

· Minimum of three years of experience in quality, claims management, or failure analysis roles.

· Strong knowledge and practical application of the 8D problem-solving methodology.

· Proficiency with precision measuring tools such as calipers and gauges.

· Strong technical writing, data management, and analytical skills.

· Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint.

· Working knowledge of hydraulic systems and basic rubber material characteristics.

· Working knowledge of ISO 9001–based quality management systems.

· Proactive, results-oriented mindset with strong accountability and ownership.

Other Requirements

· Valid driver’s license and ability to travel domestically and internationally (passport eligibility required).

· Ability to work independently while effectively prioritizing tasks in a fast-paced environment.

· Strong collaboration skills to work across manufacturing plants, engineering teams, and customer organizations.

Equal Employment Opportunity / At-Will Employment

The Company is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status. Reasonable accommodations are available for qualified individuals with disabilities during the application process and throughout employment. Employment is at-will, and this job description does not constitute a contract of employment.

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