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Sr. System Customer Quality Engineer

Location: 

Longmont, CO, US

About our group:

 

Our Systems Customer Quality Engineering team is a multi-geographical team responsible for managing customer quality topics such as customer quality issues,  customer FA, communication of quality metrics, and proactive Quality initiatives to ensure that our customers' Quality experience contributes to an excellent total customer experience. We are part of the US Design Center Customer Experience (DCCE) team. You will play a key role in ensuring that quality actions and information provided to the customer are comprehensive, clear, and effective to maintain and continue to grow confidence in our brand as the preferred brand of system storage.

About the role - you will:

 

This role is a Systems Customer Quality Engineer (CQE) role for key account(s), products, and general customer issues as assigned.  As the System CQE representative for key account(s), this is a collaborative, cross-functional role in which you will represent the Customer Quality voice as you work with multiple Engineering disciplines and technologies to ensure thorough resolution of customer quality issues.  You will work in a dynamic environment to both lead and contribute to proactive Quality initiatives.   You will report to the Systems Customer Quality Engineering manager in the DCCE team. 

 

Additional job responsibilities may include but not limited to:

  • Manage customer Failure Analysis end to end through the return and analysis process to ensure appropriate details are provided to and from FA.
  • Manage customer FA turn around time (TAT) and provide prioritization input to the FA analysis team
  • Lead cross functional team review and alignment when needed and ensure completed prior to delivery of final FA reports.
  • Utilize 8D protocol and problem solving paradigm including incident mapping, 5 whys, is/is not, Ishakawa (fishbone) diagraming, ect. 
  • Engage as a positive proponent of 8D methodology and be prepared to act in role of facilitator.
  • Become familiar with Systems products including logs and HW/FW differentiators. 
  • Act as Quality Representative on customer found quality issues:  initiating and managing to closure the Quality Issue in the JIRA, SalesForce,WebFACTs, etc applications
  • Manage customer issue resolution turn around time (TAT)
  • Ensure that root cause and corrective actions for Quality Issues are comprehensive and clear. 
  • Construct/refine as necessary communications for quality issues for use by customer account teams.
  • Present customer issue summaries/8Ds for Systems quality issues to customers as active and collaborative member of account team. 
  • Review, analyze and provide Quality data including factory metrics and field AFR reports for use with customers in weekly/monthly/QBR/topical meetings 
  • Manage sustaining process/site change customer inputs and communications 
  • Collaborate with cross-regional teams requiring some early morning or late evening activities

About you:

 

  • Have enthusiasm for enabling customer success in win-win outcomes 
  • Self-motivation, superior work ethic and a roll-up-the-sleeves style 
  • Excellent verbal and written communication skills 
  • Capability of working independently as well as a collaborative team member 
  • Engineering experience in work environment
  • Change motivated:  comfortable adapting to and/or driving change 
  • Interest in Quality career 

Your experience includes:

 

  • Engineering discipline degree or equivalent 
  • Skills in Excel such as formulas, pivot tables, v-lookups etc. 
  • Ability/eagerness to learn new processes and skills including JIRA, Sales Force, scripting, internal custom interfaces, WebFACTs 
  • Customer experience with technical discussions and/or presentations 
  • Storage system experience with RAID, JBOD, EBOD
  • Bachelor's Degree in (Insert specific degree types) and 5+ years experience, or Master’s Degree in (Insert specific degree types) and 3+ years experience, or PHD and 0+ years of experience or equivalent education and experience.

 

You may also have:

  • Oracle familiarity 
  • Reporting tools, such Tableau, BOBJ 

 

Colorado's 2021 Equal Pay for Equal Work Act (SB 19-085) requires we inform you of the estimated base salary range for this position: $80,400-$118,400. Actual salary range is based on fair market value of the role in the geography in which you live based on the requirements of the job and your skills. This posted salary range is a good faith and reasonable estimate, and Seagate reserves the right to adjust this range depending on the qualifications of the selected candidate. ​

 

​Seagate offers comprehensive benefits to its eligible employees; including, but not limited to, medical, dental, vision and life insurance, short and long term disability, annual variable pay bonus, 401(k), employee stock purchase plan, flexible and dependent care spending accounts, health care spending account, flexible time off/vacation, paid holidays and paid parental leave.​

In response to COVID-19, this position may temporarily begin and be performed remotely. Seagate is actively evaluating the virus and our employees' health and safety are our top priority. In the future, this position will report to and be performed at our Longmont, CO location

 

Location:

 

Longmont, CO
Our Longmont product-design campus is nestled against the foothills with exceptional views of the Rocky Mountains. Here at work, you can grab breakfast and lunch in the on-site cafeteria or get an afternoon espresso, prepared by a professional barista. Our 1,500+ employees enjoy an active on-site experience from sporting activities (get in a few laps at lunch on our 1-mile walking path around campus, play ping-pong or volleyball, or stop in our 24- hour fitness center for a group or individual workout) to community service and many employee resource groups including Pride!, Women’s Leadership Network and a Young Professionals Network. 
 

 

Location: Longmont, CO
Travel: Up to 15%


 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

About Us

At Seagate, our mission is to give people peace of mind by protecting their digital lives.

Since 1978, Seagate has been creating precision-engineered data storage technologies that deliver superior capacity, speed, safety, and performance. We help people harness and maximize the datasphere.

Seagate couldn't do any of that without its employees—a diverse workforce of 40,000 creative, hard-working, passionate people all over the world. From the Silicon Valley, the United Kingdom, Singapore, India, Thailand, through China, our people are proud to embody the values of integrity, innovation, and inclusion.

Consider joining them. Open up your world.

 

 

Seagate provides an environment where equal opportunity is available to all. All qualified applicants will receive consideration for employment without regard to age, race, color, ancestry, ethnic or national origin, physical or mental disability, medical condition, genetic information, marital status, sex (which includes pregnancy or perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, sexual orientation, perceived or actual religious creed or political opinion, military and veteran status, taking or requesting statutorily protected leave, taking or requesting a reasonable accommodation for a protected basis, or other basis protected by applicable law. Company-sponsored training, education, degree assistance, and social and recreational programs are also included. EEO is the Law Poster, EEO is the Law Supplement Poster, & OFCCP Pay Transparency Provision Information.

For information on how Seagate collects and uses your personal information during the application process, please review the applicant privacy statement.


Nearest Major Market: Boulder
Nearest Secondary Market: Denver