Customer Quality Engineer

What will you do as a Customer Quality Engineer?

As a Customer Quality Engineer, you will be part of the Quality Compliance team within the Sustainability & Compliance department. You will work closely with colleagues from Quality Control, R&D, Production, Customer Service and other relevant departments.

You are responsible for managing customer complaints professionally and driving structural quality improvements. You look beyond the immediate solution: you analyse data, identify root causes and bring the right people together to implement lasting improvements.

Your responsibilities include:

• Taking ownership of customer complaints: You manage complaints from start to finish, maintain clear communication with customers and ensure timely, appropriate solutions. Where necessary, you visit customers to investigate issues on-site.
• Identifying root causes: Using structured problem-solving methodologies such as 8D, you investigate quality issues and determine the corrective and preventive actions required to resolve them effectively.
• Providing technical support: You advise customers on our products, technical properties, applications, installation and maintenance. You also coordinate technical investigations with internal and external specialists.
• Leading quality improvement projects: You identify recurring quality issues and take the initiative to address them structurally. You develop project plans, bring multidisciplinary teams together, monitor progress and ensure that improvements are successfully implemented.
• Measuring and securing results: You verify whether corrective actions are effective and sustainable. Working closely with the relevant departments, you ensure that improvements are embedded in our processes.
• Making quality performance transparent: You analyse complaint data, identify trends and report on quality issues, the effectiveness of corrective and preventive actions, and the Cost of Non-Quality. You translate these insights into concrete improvement priorities.
• Representing Mosa: You engage with customers on technical matters and support the resolution of financial claims within established procedures and authorization limits.

What do you bring?

• A bachelor's degree in a relevant technical field.
• 3–5 years of relevant experience in a similar position.
• Knowledge of and experience with structured problem-solving and continuous improvement methodologies, such as 8D and Lean Six Sigma
• An affinity with manufacturing operations, ceramics and the commercial aspects of customer relationships.
• Strong analytical and problem-solving skills, with a keen eye for quality and detail.
• The ability to influence stakeholders, bring people together and drive improvements across different departments.
• A proactive, results-oriented mindset and the ability to independently lead improvement projects.
• Excellent written and verbal communication skills in Dutch and English (minimum B2 level). German is an advantage.