The Customer Quality Engineer is responsible for owning customer-facing quality performance for assigned IC products in a semiconductor backend manufacturing environment. This is a hands-on individual contributor role focused on customer complaints, failure analysis, root cause investigations, and corrective actions to ensure customer satisfaction, quality improvement, and zero-defect delivery.
The role acts as the technical quality interface between customers and internal teams, driving rapid issue resolution and continuous quality improvement without ownership of enterprise QMS systems.
- Serve as the primary customer quality interface for assigned IC products and customers.
- Own customer complaints, deviations, and escalations; ensure timely, technically robust responses.
- Lead 8D problem-solving activities, including containment, root cause analysis, and corrective/preventive actions.
- Prepare and deliver customer-facing quality reports, 8D responses, and technical updates.
- Perform and coordinate failure analysis for IC and package-related quality issues (assembly, test, reliability).
- Apply quality tools such as RCA, FMEA, SPC, DOE, and data analytics to identify failure mechanisms and process gaps.
- Work closely with manufacturing, package engineering, test, and reliability teams to drive defect elimination.
- Validate effectiveness of corrective actions through data monitoring and recurrence prevention.
- Track and analyze customer PPM, escapes, DPPM, RMA data, and reliability trends.
- Drive continuous improvement actions to reduce customer complaints and improve outgoing quality.
- Support New Product Introduction (NPI) activities by ensuring customer-specific quality risks are identified and mitigated early.
- Support process change notifications (PCNs) from a customer quality impact perspective.
- Ensure products meet customer-specific quality requirements and acceptance criteria.
- Support customer audits, technical reviews, and issue-follow-up activities as a technical contributor, not a QMS owner.
- Ensure corrective actions align with ISO/IATF principles without direct system ownership.
- Strong hands-on experience with 8D, root cause analysis, and corrective action implementation
- Solid understanding of IC backend manufacturing, assembly, test, and reliability processes
- Practical knowledge of FMEA, SPC, DOE, yield analysis, and defect Pareto analysis
- Experience handling customer quality issues, RMAs, and escalations
- Strong technical communication skills for customer interaction and cross-functional coordination
- Data-driven mindset with ability to translate analysis into actionable improvements
- Bachelor’s degree in Engineering (Electrical, Electronics, Mechanical, or related)
- 5–9 years of experience in Customer Quality, Product Quality, or Quality Engineering
- Prior experience in semiconductor backend / IC manufacturing is strongly preferred
- Exposure to Six Sigma / Lean tools is an advantage
