Customer Quality Engineer II at Protolabs

Be yourself at Protolabs  Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification.  We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace.  So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply!  You can help make our company even better.  We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself.  We strongly believe diversity makes for more successful teams.    Why Protolabs?  We are the leaders in digital manufacturing.  We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit.  Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds.  We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do.  It’s our people who fuel our creativity and make our culture feel like home.  Join our team as a Customer Quality Engineer II! The Customer Quality Engineer II is responsible for providing resolution of customer complaints and internal support requests to resolve technical, manufacturing, or quality related post-sale issues. Primary duties require this position to thoroughly understand the support request details and requirements, complete initial root cause investigation and identification of product and process failures, identifying appropriate solutions within the capabilities of Protolabs manufacturing processes to resolve quality or process related issues, assist with executing resolution actions, and delivering thorough communication to our customers throughout the process. This position acts as the primary contact for Protolabs’ customers and internal departments throughout the process of resolving support requests. The Customer Quality Engineer II is responsible for delivering a successful and timely resolution of complaints and technical support requests for their designated service line(s). This position is responsible for leading the technical resolution of any post-sale technical issue in a manner that helps Protolabs retain our valuable customers. The Customer Quality Engineer II will provide feedback and voice of the customer to our internal teams for the sake of ongoing improvement to quality and customer experience. What you will do • Provide a high-level of advanced technical support to all external and internal customer inquiries. • Provide an excellent customer experience to customers when answering customer phone calls, emails, and general technical questions in a timely manner that consistently achieves or exceeds departmental goals set by leadership. • Understand the customer’s requirements and address technical questions promptly and accurately about part manufacturability, process capabilities, and part design issues. • Complete product quality investigations, identify solutions, execute action items required to resolve customer support requests, and communicate with customer throughout the process. • Ensure thorough and accurate documentation and customer communication of actions and information related to the successful resolution of customer complaints and technical support requests using the appropriate systems. • Build and maintain relationships with customers by supporting a customer-centric philosophy in all written and verbal communications both internally and externally. • Support manufacturing in pre-shipment quality or process issues by proactively communicating with customers and allowing customers to participate in decisions that affect part quality and delivery. • Work collaboratively with customers and colleagues to achieve desired outcomes and results. • Balance the objective of satisfying the customer requests with Protolabs manufacturing capabilities to deliver acceptable parts on schedule. • Strong organizational skills including accurate progress and information documentation, record maintenance, and What it takes • Four year degree from an accredited college or university and 2+ years of experience in mechanical engineering, manufacturing engineering, or related field, and OR • 5+ years of experience in mechanical engineering, manufacturing engineering, or related technical work experience focus • Strong ability to communicate highly technical information to others at various levels • Advanced knowledge and understanding of CAD and engineering drawings and design principles • Proven professional business correspondence and relationship building skills • Experienced with CRM and MS Office applications preferred • Confident verbal and written communication skills across different levels of business professionals • Strong interpersonal skills with an ability to listen and build rapport and trust with customers • Advanced understanding of the pertinent Protolabs service offering (varies by location) • Knowledge and background with advanced Quality Control inspection techniques and equipment, documentation methods and requirements, and ISO and typical industry certification standards. • Proficient with measuring instruments including calipers, surface plates, pin and height gauges • Responsive, proactive, self-starter, and the ability to demonstrate sound business judgment Bonus to have • 3+ years prior successful experience working directly with end customers in a technical manufacturing role or having a technical focus strongly desired • Experience with 3D CAD modeling software, SolidWorks or equivalent is highly desired What is in it for you • We offer amazing benefits including but not limited to: • Health Insurance: Traditional OR High Deductible plan • Flexible Spending Accounts • Health Savings Account (including employer contributions) • Dental and Vision • Basic and Supplemental Life Insurance • Short-Term and Long-Term Disability • Paid caregiver leave • You will receive at least 3 weeks of PTO, Holiday Pay, and Volunteer Hours • 401k with company match and immediate vest • Employee Stock Purchase Program at a discounted rate • Matching grants through Protolabs foundation • And More! Proto Labs maintains ITAR-compliant operations in all of our United States based facilities.  Due to ITAR regulations, this role is only open to U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status.  Individuals with temporary visas (e.g. E, F-1, H-1, H-2, L, B, J, TN or OPT) are not eligible for hire in this role.   Proto Labs, Inc. is an Equal Opportunity Employer   Physical Demands: While performing the essential duties of this job, the employee is occasionally required to sit; use a computer keyboard, monitor and mouse, telephone and printer; reach with hands, and arms, talk, see and hear.  The employee is regularly required to stand, walk, stoop or kneel and must be able to lift and/or move up to 70 pounds.  Work Environment: Indoors (A/C); nonsmoking; the majority of this job function is performed in a manufacturing area exposed to machinery and noise; with eye protection and safety shoes required. Occasionally works in outside weather conditions. Occasionally works near moving mechanical parts and in high, precarious places and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock and vibration. The noise level in the work environment is usually quiet to moderate.