Customer Quality Analyst

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

POSITION SUMMARY

The Customer Quality Analyst is responsible for supporting customer quality activities through accurate customer complaint documentation, QCBD data maintenance, warranty record tracking, and quality reporting. This role ensures customer complaint records, investigation documentation, corrective action updates, and warranty-related information are entered, maintained, and closed in accordance with internal procedures and quality system requirements.

Working under the direction of the Customer Quality Engineer, the Customer Quality Analyst supports customer complaint investigations by coordinating documentation, tracking action items, preparing summaries, and maintaining timely updates in QCBD. This role may assist with warranty part review or teardown activities as needed; however, the primary focus is customer complaint data integrity, QMS record accuracy, reporting, and administrative support for customer quality processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

1. Customer Complaint Records and Quality Records Management Software (QCBD) a.       Create, update, and maintain customer complaint records in QCBD and related quality system databases b.       Ensure complaint records include accurate customer information, issue descriptions, dates, investigation status, containment actions, corrective action updates, and closure documentation c.        Track open customer complaints and warranty cases to ensure timely updates and escalation of overdue items d.       Maintain data accuracy,

consistency, and traceability within QCBD for customer complaints, warranty returns, and related quality records e.       Support the Customer Quality Engineer by preparing customer complaint files, investigation packets, and supporting documentation for review f.         Ensure proper record retention and documentation control in accordance with internal procedures and ISO 9001 requirements

2. Customer Quality Data Reporting and Trend Analysis a.       Compile customer complaints, warranty, and field failure data for routine reporting b.       Generate and maintain reports related to customer complaints, warranty trends, repeat issues, response timing, and closure status c.        Assist in identifying recurring customer quality concerns through data review and trend tracking d.       Provide data summaries to support quality meetings, management reviews, corrective action reviews, and customer quality updates e.

Support the development and maintenance of customer quality dashboards, scorecards, and tracking logs f.         Communicate data gaps, missing documentation, or late responses to the Customer Quality Engineer for follow-up

• Customer Warranty and Investigation Support
• Support customer warranty investigations by organizing returned part information, photos, inspection notes, and investigation records
• Assist with physical review, inspection, or teardown of returned customer parts as directed by the Customer Quality Engineer or Manufacturing Quality Engineer
• Document investigation observations clearly, including visual findings, part condition, serial/lot information, and supporting evidence
• Coordinate with Quality, Engineering, Manufacturing, and Service teams to collect required investigation information
• Assist in preparing investigation summaries and warranty documentation for internal review
• Ensure warranty investigation records are complete, accurate, and properly linked to the applicable customer complaint or QCBD record undefined
• Corrective Action and Customer Quality Process
• Track corrective and preventive action updates related to customer complaints and warranty issues
• Support documentation of root cause analysis activities, containment actions, corrective actions, and effectiveness checks
• Assist with follow-up on assigned action items to ensure timely closure
• Maintain organized records of customer complaint investigations, corrective actions, and supporting evidence
• Support the Customer Quality Engineer in preparing quality alerts, internal communications, and customer response documentation
• Participate in continuous improvement activities related to customer complaint handling, QCBD workflows, data accuracy, and quality system documentation

QUALIFICATIONS:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills and or abilities required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Strong attention to detail and documentation accuracy
• Ability to maintain accurate records in QCBD, QMS software, or similar database systems
• Strong organizational skills with the ability to track multiple open items and deadlines
• Basic analytical skills with the ability to summarize data and identify trends
• Effective written communication skills, including the ability to prepare clear investigation and status summaries
• Ability to work cross-functionally with Quality, Engineering, Manufacturing, Service, and Customer Quality teams
• Basic understanding of customer complaints, warranty processes, corrective actions, or quality documentation preferred
• Willingness to learn product function, blower assembly/disassembly, and customer warranty investigation processes
• High accountability, follow-through, and ability to manage priorities in a fast-paced environment
• Proficiency with Microsoft Office Suite, especially Excel, Word, and Outlook
• Experience with QCBD or other QMS software preferred
• EDUCATION and/or EXPERIENCE
• High school diploma required, Associate degree in a technical, business, quality, or related field preferred
• 0-3 years of experience in quality, manufacturing, customer service operations, technical documentation, warranty administration, or related field preferred
• Experience maintaining records in QMS, ERP, CRM, or database systems preferred
• Experience with customer complaints, warranty claims, NCRs, CAPA, or quality documentation preferred
• Basic knowledge of root cause analysis tools such as 5 Whys, Fishbone, or 8D preferred
• Hands-on experience with product inspection, assembly, disassembly, or failure investigation is a plus, but not the primary requirement
• PHYSICAL DEMANDS: The physical demands described here are represented of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• ·   While performing duties of the job, employees are required to move around and be still; use hands to handle objects, tools, or controls; reach with hands and arms; talk and hear.
• ·   Employees will occasionally lift up to 50 lbs.
• ·   Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• ·   Office and shop floor working environment.
• ·   Noise level is minimal with intervals of spikes.
• ·   Required to wear safety glasses and utilize safety equipment while present on the shop floor.
• Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?