Customer Quality Engineer - Liquid Cooling

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• 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.
• Company Description
• About Delta
• Delta, founded in 1971, and listed on the Taiwan Stock Exchange (code:2308), is a global leader in switching power supplies and thermal management products with a thriving portfolio of IoT-based smart energy-saving systems and solutions in the fields of industrial automation, building automation, telecom power, data center infrastructure, EV charging, renewable energy, energy storage and display, to nurture the development of smart manufacturing and sustainable cities. As a world-class corporate citizen guided by its mission statement, “To provide innovative, clean and energy-efficient solutions for a better tomorrow,” Delta leverages its core competence in high-efficiency power electronics and its ESG-embedded business model to address key environmental issues, such as climate change. Delta serves customers through its sales offices, R&D centers and manufacturing facilities spread over close to 200 locations across 5 continents.
• Throughout its history, Delta has received various global awards and recognition for its business achievements, innovative technologies and dedication to ESG. Since 2011, Delta has been listed on the Dow Jones Best-in-Class World Index (formerly the DJSI World Index of Dow Jones Sustainability Indices) for 14 consecutive years. Delta has also won CDP with double A List for 4 times for its substantial contribution to climate change and water security issues and has been named Supplier Engagement Leader for its continuous development of a sustainable value chain for 7 consecutive years.
• For detailed information about Delta, please visit: www.delta-emea.com