About the role
Job Description
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.
Qualifications
* 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.
Additional Information
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.