About the position
ChargePoint is looking for a Product Quality Engineer to ensure great quality of our custom product shipping to end customers. This engineer will be jointly responsible for managing and resolving customer escalations for hardware and software quality issues by collaborating with Quality Failure Analysis and Customer Service teams. The role involves partnering with internal teams and global contract manufacturers (CMs) to investigate and improve their end-to-end quality control processes. The engineer will work closely with Supplier Development and Quality Engineers (SDQE) to ensure product failures are contained, root-caused, and fully resolved. To be successful at ChargePoint, the candidate must be highly motivated, self-directed, and comfortable working on-site in an office, factory, and/or remotely in a structured and fast-paced environment.
Responsibilities
- Lead all customer quality escalations, providing support to customer service and systems engineering by leading field quality issue reviews with the Failure Analysis Engineering (FAE) team.
- Coordinate and consolidate failure analysis across internal teams (e.g., ChargePoint, CM Factory Quality, Supplier Quality, and Technical Program Management) to drive timely follow-up actions to closure.
- Present executive summaries and lead management review meetings.
- Lead Failure Analysis, Root Cause, and Corrective Actions (FA/RCCA) for both hardware and software.
- Implement Process Failure Effect and Mode Analysis (PFEMA) and relevant problem-solving techniques, Fish-Bone Analysis, and/or HW/SW simulation, etc.
- Conduct quality audits at Contract Manufacturers (CMs) for new product introductions (NPI) and sustaining production to prevent poor quality from reaching customers.
- Lead quarterly reviews of Annual Failure Rate (AFR) data with the Finance team to calculate warranty reserve.
- Collaborate with Customer Satisfaction (CX) Data Ops and Supply Chain to develop and automate efficient processes.
Requirements
- 3-5 years of experience in Field Quality Escalation and Factory product quality in mobile, consumer electronics, and/or equivalent products.
- Strong Problem-Solving skills can lead to detailed Failure Analysis/Root Cause/ Corrective Action (FA/RCCA) activities till issue resolution.
- Possess software programming hands-on experience (Python, C++, etc.).
- Bachelor's degree (master's degree a plus) in Electrical Engineering, Computer Engineering, Industrial Engineering, and/or equivalent practical experience.
- Fluent in communication can present to executive management.
- Great teamwork with flexibility in cross-functional collaboration and negotiation.
