Customer Quality Engineering (CQE) Supervisor

Job Description

Illuminate USA, located in the heart of Central Ohio, is transforming solar panel manufacturing from our cutting-edge facility in Pataskala. As a new standalone joint venture established by two global leaders in renewable energy, we’ve rapidly grown to over 1,600 associates and are now fully operational in our 1.1 million-square-foot factory.

Our vision is to establish one of the largest solar panel manufacturing operations in the Western Hemisphere.

This is an exciting time to join Illuminate USA as we continue to grow and innovate. We’re not just building solar panels, we’re building a team of dedicated, passionate associates eager to make a real impact. If you’re looking to be part of a collaborative, people-focused, and forward-thinking workplace, we want to hear from you!

We offer competitive pay, comprehensive benefits, and continuous opportunities for career growth. Come join us on this journey to create a brighter, more sustainable future in the Columbus area.

Job Summary:

Reports to: Customer Quality Manager

We are seeking a Customer Quality Engineering Supervisor to manage the full customer lifecycle - covering pre-sales, during sales, and after-sale services for our products. This role involves overseeing the In-Process Monitoring (IPM) and Pre-shipment Inspection (PSI) quality assurance programs of module product shipments and collaborating with Sales, Planning and third-party auditors to effectively manage customer-related tasks. The ideal candidate will give insights to management of top customer issues and how to resolve these – done by investigating and addressing customer issues related to product quality, analyzing root causes, and driving corrective and preventive actions to ensure customer satisfaction. Strong communication and problem-solving skills are essential to ensure smooth coordination and continuous improvement in customer experience.

Essential Duties and Responsibilities:

• Lead and oversee customer quality inspection processes (e.g., In-Process Monitoring and Pre-Shipment Inspection, etc.), ensuring compliance with established quality standards and requirements.
• Through a detailed analysis of customer complaints and in-process customer audits, provide technical insights to the organization in terms of critical improvements related to manufacturing quality and inspection quality that could influence increase in customer satisfaction.
• Manage a team of Customer Quality Engineers and Specialists who are tasked to handle on-site arrival inspections to ensure materials and products meet quality standards before use or installation.
• Serve as the primary point of contact for customer audits and/or resolution of customer complaints at the factory or at project sites, ensuring prompt response and effective resolution, as necessary visit project sites for initial technical diagnosis of field issues.
• Drive reduction of customer complaints and execute internal investigations of customer complaints by gathering relevant data, conducting root cause analysis, and collaborating with cross-functional teams (Process Engineering, Process Quality Engineering, Equipment Engineering and Production) to identify underlying issues. Prepare detailed 8D reports to document findings, outline corrective actions, and develop strategies to prevent recurrence. Track the implementation of improvements and continuously monitor results to ensure sustained customer satisfaction and long-term quality enhancements.
• Prioritize customer satisfaction by providing clear communication, following up as necessary, and taking proactive steps to prevent recurring issues, while maintaining a focus on maintaining high-quality standards.
• Liaise with Planning, Warehouse and Logistics to ensure adherence to quality standards and meet customer expectations throughout the order fulfillment process.

Minimum Qualifications:

• Bachelor’s degree in Engineering or Science with 10+ years manufacturing experience in one or more of the following industries: solar, electronics, semiconductor or automotive.
• Minimum 6+ years’ experience in a Customer Quality function.
• Experienced in systematic problem-solving via 8D Process, Six Sigma or other root cause analysis methods.
• Experienced in Process Flow Diagrams, Control Charts and Design/Process Failure Mode and Effects Analysis (D/PMEA).
• Adept in reading product design/drawings, bill of materials and material specifications.
• Has undergone specialized training in customer quality management, equipping them with the skills to ensure high standards of customer satisfaction and product quality.
• Strong communication skills to clearly convey information, engage with stakeholders, and adapt messaging to suit different audiences.

Preferred Qualifications:

• Master’s degree in Engineering or Science (Chemistry and Physics)
• Familiar with electroluminescence, photoluminescence, automated optical inspection, electronic product testing or similar test technologies– preferred.
• Experience in high-volume data management and reporting platforms (PowerBI, Tableau, etc.)
• Fluent in written and verbal communication in both Mandarin and English.
• Intensive experience in statistical process control and analysis using statistical software (e.g., JMP and Minitab).

At Illuminate USA, we are committed to fostering an inclusive and diverse workplace.

We proudly embrace equal opportunity for all, ensuring that all qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. Your unique background and experiences are valued here, as we believe they strengthen our team and drive our mission forward.

Illuminate is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.