Customer Quality Engineer*
Job Description
Join Axon and be a Force for Good.
At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
CQE Job Description
Customer Quality Engineer
REPORTS TO: Senior Manager - Product Quality
At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.
Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.
Job Summary:
Work with Axon’s Product, Sales, and support teams to quantify, troubleshoot and improve the quality and performance of Axon’s products. Investigate, analyze, and lead resolution efforts for Quality issues impacting Axon customers. Provide training to customer personnel in the proper use of Axon products. Assist/ Support with critical User Acceptance Tests to successfully meet customer tender requirements. Facilitate and Support Hardware swap programs at Customers to alleviate quality issues.
Responsibilities:
- Protect the Customer - spend 80%+ time onsite at customers acting as first responder to assist with Quality issues
- Limit the potential overall exposure and Axon liability for any emerging Quality issues via onsite diagnosis of root cause, material sortation, and appropriate disposition of defective materials as the Subject Matter Expert
- Identify problems and opportunities in the Customer’s process (potentially including shipping and destination testing) and recommend product/process quality improvements that provide value to Axon and our customers.
- Serve as the Axon quality representative in the field and provide guidance, advice, and training to customers about quality improvement techniques.
- Act as advisor/liaison between internal and external customers, identify areas of potential improvement and communicate those findings to customers and Axon technical teams (QA, Engineering and Manufacturing)
- Proactively address quality issues within assigned territory/area of responsibility. Initiate the appropriate communications and drive the root cause investigation and corrective actions with the appropriate process owners (ie Operations) to resolve the issues.
- Support QA to drive the RMA, Warranty metrics
Required Qualifications:
- Education: Technical degree required
- Experience: >2 years’ experience in trouble shooting
- Strong Interpersonal skills to communicate and form a relationship with Internal and External customers
- Six-Sigma/Lean certification is desirable, or ability to be certified.
- Personal computer skills with standard software systems (WORD, EXCEL, POWERPOINT especially) are essential.
Additional Qualification:
- Demonstrated ability to work and communicate effectively with all levels of a team, from operators to quality managers to plant managers
- Demonstrated success in logical, data-driven problem solving.
- Extensive national and international travel, 80%, required
Don’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.
Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Important Notes
The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.
Some roles may also require legal eligibility to work in a firearms environment.
Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.
We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [email protected]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.
Company Information
Location: Scottsdale, AZ
Type: Hybrid