Engineer III, Customer Quality & Insights (Software)
Core
Drive customer quality improvements and resolve critical escalations for smart home access products (myQ, LiftMaster) by analyzing feedback, leading root cause analysis, and implementing corrective actions across software and hardware components.
Role type
Senior IC quality engineer (customer insights & software quality)
Builds
Customer experience improvements, defect resolution, and quality processes for smart home access systems
Domain
Smart home / IoT / Consumer electronics
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
8D problem solving, root cause analysis, statistical process control, software development lifecycle (SDLC), cross-functional collaboration, data-informed decision making, customer feedback management
Preferred skills
CQE certification, Six Sigma Green/Black Belt, Lean Manufacturing, DFM, Kaizen, Value Stream Mapping, Voice of the Customer (VOC), NPS analysis
Technologies
Jira, CI/CD, Agile/SDLC, defect tracking tools
Responsibilities
Champion the voice of the customer internally; quantify customer feedback into metrics and actions; execute customer feedback management process; lead root cause analysis and 8D problem solving for critical escalations; provide analytics to shape initiatives; support new product launches from a customer quality perspective; participate in software process improvement efforts.
Seniority
Senior, hands-on IC
