Customer Quality Engineer

Department: Quality / Customer Quality

Location:Sukhumvit 105 (Soi Lasalle), Banga, Bangkok, Thailand

Reports To: Customer Quality Manager / Quality Manager

Role Purpose

This role acts as the key interface between customers and the factory for all quality-related matters in a backend semiconductor OSAT manufacturing environment. The position is responsible for managing customer complaints, quality issues, technical clarifications, failure analysis coordination, corrective actions, and quality performance improvement. The engineer must work closely with cross-functional departments such as Production, Process Engineering, Product Engineering, Reliability, Failure Analysis, Planning, and Manufacturing Quality to ensure timely issue resolution, clear customer communication, and sustained quality improvement.

Key Responsibilities

• Serve as the primary customer quality contact for assigned customers, products, and package platforms.
• Manage customer complaints, returns, quality alerts, and escalations with urgency and professionalism.
• Lead or coordinate problem-solving activities using 8D, 5-Why, Fishbone, FMEA, SPC, DOE, and other quality tools.
• Coordinate cross-functional investigations with Production, Engineering, FA, Reliability, Test, Planning, and Quality teams to identify root cause and drive effective corrective and preventive actions.
• Prepare clear, accurate, and timely customer-facing technical reports including 8D reports, investigation summaries, failure analysis updates, corrective action reports, and quality performance reviews.
• Translate complex technical issues into simple, easy-to-understand explanations for customers and internal stakeholders.
• Track customer quality KPIs such as PPM, DPPM, RMA, customer complaints, escapes, audit findings, and response turnaround time.
• Support customer visits, technical reviews, quality audits, and follow-up actions.
• Review process changes, material changes, or engineering changes for customer quality impact and support communication where needed.
• Drive continuous improvement projects to reduce defects, improve response quality, and strengthen customer satisfaction.
• Ensure customer requirements are understood, communicated internally, and reflected in operational practices.
• Escalate risks proactively and maintain strong follow-up until closure.

Qualifications and Experience

• Bachelor's degree in Engineering, Materials Science, Electronics, Mechanical Engineering, Chemical Engineering, or related technical field.
• Experience in semiconductor backend manufacturing / OSAT environment is required.
• Good understanding of semiconductor assembly and test processes such as die attach, wire bond, molding, trim and form, singulation, marking, packing, reliability, and final test.
• Practical knowledge of customer complaint handling, root cause analysis, corrective action management, and quality reporting.
• Familiarity with quality tools and methodologies such as 8D, 5-Why, FMEA, SPC, MSA, DOE, and control plans.
• Experience dealing with customer audits, technical discussions, and quality issue escalation is an advantage.
• Strong data analysis and problem-solving capability.
• Good command of written and spoken English.

Key Personal Traits

• Proactive and able to anticipate issues before they escalate.
• Strong cross-functional collaboration skills and able to work effectively with different departments.
• Excellent communication and interpersonal skills.
• Able to explain technical subjects in a simple, structured, and practical manner.
• Strong technical report writing capability with clear logic and good attention to detail.
• Confident in handling customer discussions, issue updates, and difficult situations professionally.
• Good sense of urgency, ownership, and accountability.
• Organized, disciplined, and able to manage multiple priorities under tight timelines.

Level Differentiation

Customer Quality Engineer

Typically responsible for handling routine customer quality issues, supporting investigations, preparing reports, and coordinating corrective actions under guidance. Expected to build strong understanding of assembly and test processes, customer requirements, and internal quality systems.

Senior Engineer

Expected to independently lead customer issue resolution, manage complex escalations, drive cross-functional problem solving, and communicate confidently with customers on technical and quality matters. Provides guidance to junior engineers and contributes to improvement initiatives across products or processes.

Principal Engineer

Acts as the senior technical authority for customer quality matters, leading high-impact escalations, major customer communications, strategic quality improvement programs, and cross-site or cross-functional alignment. Expected to influence stakeholders, mentor engineers, strengthen customer confidence, and shape best practices in customer quality management within the organization. Subject matter expert.

Success Measures

• On-time customer response and closure of quality issues.
• Reduction in customer complaints, repeat issues, and escapes.
• Quality and clarity of technical reports and customer communication.
• Effectiveness of root cause analysis and corrective action closure.
• Positive customer feedback and improved customer quality performance metrics.
• Strong collaboration with internal teams and timely escalation of risks.

Working location: Sukhumvit 105 (Soi Lasalle), Bangna, Bangkok

Interested candidates are invited to submit resume via email: [Confidential Information]

UTAC Thai Limited

237 Lasalle Road / Sukhumvit 105 (BTS Bearing) Bangna, Bangkok 10260

www.utacgroup.com