Customer Quality Engineer

Brugine, Italy

MAKE THE DIFFERENCE! THINK CUSTOMER FIRST! EXPERIMENT! CARE! BE OPEN!

Do you want to make a difference? Our goal is to always put customers and people first! Our challenge is to experiment and innovate, being open to change and diversity. These are the pillars of the Carel Culture Code, the basis of our corporate culture and our platform for growth. If you can relate to these values or want to make them your own, join us and find out just how much we can achieve together!

We are world leaders in control solutions for air conditioning, refrigeration and heating, as well as systems for humidification and adiabatic cooling. Our products guarantee high performance, are energy efficient and environmentally sustainable.

Position

We are currently seeking a Customer Quality Engineer to join our Quality team. In this role, you will act as a key interface between CAREL and customers on quality-related topics, ensuring effective claim management, structured communication, and the successful execution of improvement actions aimed at increasing customer satisfaction. The position reports to the Group Quality Manager.

Key responsibilities

Act as the main quality contact for customers, ensuring regular communication and alignment on open quality topics, priorities and ongoing improvement actions.
Build effective relationships with key accounts, participating in recurring meetings, quality reviews, customer visits and dedicated follow-up sessions on claims, performance and action plans.
Contribute to the management of Voice of Customer (VOC) activities by analysing feedback, highlighting recurring issues and negative trends, and supporting the definition and monitoring of improvement plans.
Support the planning and execution of customer audits and visits, helping define objectives, agenda, stakeholders and expected outputs, while coordinating the involvement of the relevant internal functions.
Manage customer claims end-to-end, from issue intake and data collection to investigation, root-cause analysis, corrective and preventive actions, customer feedback.
Prepare and deliver 8D reports in line with Group Customer Quality standards, ensuring accuracy, consistency and timely communication to customers.
Monitor and analyse customer quality KPIs and dashboards, identifying risks, escalation needs and improvement opportunities.
Ensure that commitments agreed with customers are effectively followed through internally, driving accountability and execution across the organization.
Coordinate cross-functional teams involving Quality, Services, Platforms, R&D, Operations, Production and other relevant stakeholders to ensure effective problem solving and action implementation.
Support the communication of customer quality performance and key insights to internal stakeholders, including senior leadership, through structured reporting and clear recommendations.

Requirements

Master’s degree in Engineering, Quality Management or similar technical background
3–5 years of experience in Quality, Operations, Manufacturing, or technical Customer Support, ideally in an international industrial environment
Solid understanding of Quality Management Systems, customer quality processes and structured problem-solving methodologies such as 8D and root-cause analysis
Experience in customer claim management and in coordinating cross-functional investigations and corrective actions
Strong ability to interpret KPIs and quality data, with good reporting skills and proficiency in Excel, PowerPoint, and BI tools
Fluent English, both written and spoken
Strong communication skills, with the ability to interact effectively with customers and senior internal stakeholders
Analytical mindset, ownership and a proactive, hands-on approach to problem solving
Ability to influence and coordinate teams in a cross-functional environment, even without direct hierarchical responsibility
Customer orientation, continuous improvement mindset

MAKE THE DIFFERENCE…ANYWAY: this position isn’t right for you? Check out our other job opportunities: https://www.carel.com/open-positions

ACT FOR THE PLANET - ACT FOR PEOPLE - ACT TO SHARE VALUE

At Carel we are actively committed to achieving our sustainability objectives, outlined in our “Driven by the Future - Sustainability in Action” plan, available for reference at: https://www.carel.com/carel-and-sustainability. Every day we take concrete actions to help combat climate change, identifying and developing products and services that increase energy efficiency and allow us to drastically reduce environmental impact.

Our organisation aims to ensure the establishment of transparent and responsible governance and to foster a fair and inclusive workplace where diversity is recognised as an essential value for the innovation we strive to bring. Carel is committed to equal employment opportunity and prohibits any form of discrimination. In line with these objectives and values, all applications received will be given due consideration and will be exclusively valued based on competences, experiences, motivation and values alignment.

This job post addresses both female and male candidates (see D.Lgs. n. 198/2006 & ss.mm.ii and D.Lgs. 215-216/2003). Candidates are invited to read the privacy statement (see artt. 13 e 14 del Reg. EU 679/2016) at the following link: https://www.carel.com/documents/10191/678238/CAREL_GDPR_Information_Candidates.pdf