Customer Quality Engineer

About the role

What we do- Aspen is a technology leader in sustainability and electrification solutions. The Company's aerogel technology enables its customers and partners to achieve their own objectives around the global megatrends of resource efficiency, e-mobility, and clean energy. Aspen's PyroThin® products enable solutions to thermal runaway challenges within the electric vehicle ("EV") market. The Company's Cryogel® and Pyrogel® products are valued by the world's largest energy infrastructure companies. Aspen's strategy is to partner with world-class industry leaders to leverage its Aerogel Technology Platform® into additional high-value markets. Aspen is headquartered in Northborough, Mass. What we value- At Aspen, our values reflect who we are and how we work both with each other and our customers, suppliers, and communities. They shape our interactions, guide our decisions, and inspire us to bring our best. Whether collaborating internally or externally, our values drive us to make a meaningful impact within Aspen and in all our relationships. Aspen’s CORE Values We Do the Right Thing We are Problem Solvers We are Allies We Drive Forward What you will do- Aspen is looking for an engaging, motivated, and dynamic Customer Quality Engineer to provide technical support to external customers in Aspen’s Aerogel Material business. The Customer Quality Engineer plays a key role in being the face of the Quality organization in day-to-day engagement with customers. The Customer Quality Engineer is responsible for establishing a positive working relationship with strategic customers to drive quality improvements. The Engineer shall represent the Voice of the Customer related to quality issues.  The customer service level shall be aligned with Aspen’s strategic direction and priority. This is a fully remote position that may be based in either the United States or Mexico. Candidates must be authorized to work in their country of residence and meet applicable employment requirements.   How will you do it- Customer facing responsibilities: With the Quality Manager of the Site is the main contact with the customer when a Quality Issue is issued. Responsible to Manage APQP, 0K and warranty claims. With support of the Liaison Engineers and Quality Management ensure proper negotiation with customers about quality claims, ppm’s and customer quality charge backs. Responsible to keep up to date the following KPI: Customer Complaints, 8d closure and responsiveness, sorting and customer charge backs. Responsible to keep up to date the warranty System Portal (when applicable) Expert on problem solving tools as: 8d, DMAIC, FTA etc. Quality subject matter expert for a group of products in manufacturing. Provide onsite support, as needed. Primary technical point of contact for customer complaints, changes to existing products and PPAP submittals. Lead role in driving timely customer complaint closure within Aspen Customer Score Card/Satisfaction – Responsible for monitoring, tracking, and driving improvement in the customer score card related to product and delivery issues Customer Specific Requirements – intimate knowledge of requirements and translate/communicate requirements within Aspen and assure compliance Customer Audits – Responsible for coordination of audits and leading closure of findings. Responsible to define and manage the support on site with customer through the liaison engineers and third sorting companies. Responsible to Manage with the Aspen Sites the approval and forecast calculation for the total cost of sorting activities in customer sites. Responsible to follow with the Aspen Sites the Closure of the 8d to the programs assigned to his / her role. Internal - Aspen responsibilities: Responsible to Lead AIMS and CAPA process to all the programs assigned to their role. Understand the customer application and product requirements. Translate and communicate the requirements into Aspen’s product design and manufacturing activities to drive improvement and customer satisfaction. Actively participate in Aspen’s Product Development and APQP process, representing the voice of the customer. Lead and coordinate cross functional activities targeted at customer complaints resolution and customer facing quality improvement programs Engage in customer calls and meetings on program development, launch, and iteration. Participate in RFQ’s for new programs as the quality representative Performs other related duties as assigned by management. Adopt and follow Aspen’s core values of Safety, Quality, Integrity, Teamwork, Customer and Innovation on both a personal and professional level.   Why you are right for the job- Bachelor's Degree (BA) in engineering or related discipline from four-year college or university, or equivalent combination of education and experience. Desire to have masters. Minimum 4 years as Quality Engineer, or equivalent experience within a manufacturing company. Track record in quality improvement through the use of the DMAIC process, 8D, 5 Why’s, SPC and GR&R. Six sigma Green Belt certified, desire to be black belt. Presentation and MS Office skills (excel/power point), Statistical Analysis Software JMP or Minitab Excellent communication skills that focus on clarity and simplicity, both written and oral. Certifications: Internal Auditor IATF 16494:2016 and VDA 6.3 & 6.5 Certified; Quality System Management. Willingness to travel approximately 30% as needed.   What to expect- Physical Demands and Work Environment: Frequently required to stand Frequently required to walk Occasionally required to sit Occasionally exposed to wet and/or humid conditions (non-weather) Occasionally works near moving mechanical parts Occasionally works around fumes, airborne particles, or toxic chemicals The employee must occasionally lift and/or move more than 10 pounds. The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   PERKS OF JOINING OUR TEAM! Aspen is committed to offering a comprehensive benefits package, a positive and productive work environment, encouraged work/life and family balance, and opportunities for growth and development, in a culture that is focused on inclusion, sustainability, and working together to solve the world’s toughest challenges.  Aspen is proud to offer a competitive benefits package including Medical, Dental, Vision, Tuition Reimbursement, Paid Holidays, Sick Time, and PTO.  In addition, we also offer 401k Employer Match, Life and Disability Insurance, and other benefits. Expected Compensation: Between $105,000 and $125,000 USD/year based on experience. Aspen Aerogels, Inc. is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to   or call and leave a voice message at and let us know the nature of your request and your contact information and we will return your message.