Quality & Technical Support Supervisor - Fort Worth, TX

Job Description: Senior Quality Engineer & Technical Support Supervisor (US-Based) · Quality Management and Customer Claim Handling · Job Title: · Engineer – Quality Management Specialist / Technical Support Center of Competence (Customer Claim Handling) · This is a senior-level ...

Job description

Job Description: Senior Quality Engineer & Technical Support Supervisor (US-Based)

Quality Management and Customer Claim Handling

Job Title:

Engineer – Quality Management Specialist / Technical Support Center of Competence (Customer Claim Handling)

This is a senior-level position located in the United States, responsible for leading quality management initiatives and overseeing customer claim handling processes. The Senior Quality Engineer will play a pivotal role in driving continuous improvement across product and process quality, leveraging extensive technical expertise to ensure compliance with both customer requirements and industry standards. The role requires proactive collaboration with cross-functional teams and direct engagement with customers to resolve complaints efficiently and professionally, maintaining a high standard of customer satisfaction.

Company: Güntner US LLC

Objective of the Position:

This position is responsible for the immediate and professional processing of quality-related and complaint cases, ensuring high technical expertise and customer satisfaction. The role requires incorporating results from quality management activities and customer claim handling into the ongoing maintenance and development of product quality and the Quality Management (QM) system in accordance with customer and standard requirements. The position is focused equally on permanent improvement of product and process quality and on providing competent, friendly, and prompt customer service and support in all complaint-related matters. The successful candidate will evaluate defects, determine responsibilities (company or customer), and implement solutions that align with both company interests and customer satisfaction.

Personnel Responsibility:

Functional: Yes (quality team guidance)

Disciplinary: No

Authority / Proxies:

Internal Authority: According to the general approval matrix (GAM); authority to block articles/units

External Proxies: According to the general approval matrix (GAM)

Key Responsibilities:

· Identify failures in processes and products; conduct root cause analysis and support teams in the 8D process

· Handle claims (internal and customer) with a customer-focused and company-oriented approach

· Maintain and improve product and process quality using continuous improvement principles (PDCA cycle, Kaizen, Lean Management)

· Guide and train quality inspectors and colleagues (quality/process/claim topics)

· Ensure compliance with standards (ISO 9001, other certifications beneficial); manage and update process documentation (SharePoint, Process House)

· Conduct random sample checks and audits (internal, external); evaluate and optimize control steps in production and administrative processes

· Regularly report on KPIs and create failure statistics; manage corrective action projects and follow up on effectiveness

· Provide technical evaluation of customer claims, including on-site visits to diagnose issues and determine responsibility

· Prepare comprehensive problem and failure reports; ensure complete documentation of claims and technical solutions

· Make decisions regarding service interventions, replacement deliveries, and cost estimations

· Support R&D, purchasing, and outsourcing projects based on failure statistics and claim sources

· Participate in advance quality planning, vendor part sampling, and process FMEA and control plan creation

· Support and train colleagues in claim handling and technical topics; contribute to future projects and process improvements in complaint management

Main Tasks

Corrective Actions:

· Analyze problem messages (customer/internal complaints), create error messages in ERP, and forward to responsible areas

· Develop and implement corrective/preventive measures; document and control effectiveness

· Evaluate error statistics and inform affected employees and management

· Manage corrective action projects; participate in audits and certification processes

Customer Claims and Technical Support:

· Communicate technically with customers (oral and written) to find solutions, adhering to guidelines and cost perspectives

· Decide on service intervention, workshop orders, or new delivery; organize on-site appointments and technical investigations

· Prepare statements and reports; verify invoices and approve cost estimations

· Deliver replacement components or units as needed

Shop floor and Quality Assurance:

· Ensure Güntner Group quality standards on the shopfloor; guide 5S implementation

· Conduct regular quality checks and optimize control steps in production

· Develop and optimize test concepts, considering defect impact, process reliability, and cost-effectiveness

· Monitor and evaluate test results; ensure proper management of test and measuring equipment

Process and Documentation Management:

· Create and maintain QM documentation in SharePoint; support departments in process documentation

· Prepare, support, and follow up on certification and internal/external audits

· Initiate and monitor preventive and corrective measures

· Ensure effective use of CAQ software and ERP systems

Main Activities: GMX to CBUS Units:

· Inspect units transferred from GMX into CBUS

· Assess the condition and functionality of these units

· Repair or rework units as required to meet quality standards

Collaboration

Internal: All departments, global quality team, other group entities

External: Customers, suppliers, sub-contractors, certification bodies

Minimum Qualifications / Skills Necessary

Education / Studies:

· Bachelor's or Master's degree in technical or business studies or completed technical apprenticeship in refrigeration/air conditioning, electrics/electronics, or mechanical engineering

· Desirable: Master engineer or postgraduate studies in relevant fields

Expertise:

· Quality methods (e.g., 8D, Ishikawa, 5 Why, Continuous Improvement, Lean Management, 5S, Kaizen)

· MS Office (Word, Excel, PowerPoint, Visio), ERP Systems, CAQ Software, SharePoint

· Production and technical product knowledge, especially in refrigeration/cooling, electrical/controls, and fans

· Ability to read and understand technical drawings; welding and brazing basics

· Process optimization, FMEA, and control plans; understanding of process KPIs

· Good to very good English skills; other languages are a plus

· Customer service excellence, high communication skills, entrepreneurial thinking

· Knowledge of management systems (ISO 9001, 14001, 45001), EH&S basics, incoterms, export control

Employment History:

· Minimum 3 years professional experience in refrigeration, electrical engineering, service/claim management, or as a quality engineer/inspector (ideally with field/site experience)

· Additional training in quality management, such as quality representative, internal auditor, process/supplier/advance quality management

Additional Information:

The company reserves the right to vary your duties and responsibilities at any time and from time to time according to the needs of the company's business.

Pay: From $95,000.00 per year

Work Location: In person