Quality Support Engineer
Quality Assurance, Customer Service
San José Province, Escazu, Costa Rica
Customer Quality Engineer
Location: Costa Rica
Department: Quality
Reports To: Director of Customer Quality
Make an Impact
As a Customer Quality Engineer, you will play a key role in delivering an exceptional customer experience by managing warranty, repair/replacement, and customer credit claims. You will serve as the primary liaison between customers, Sales, Engineering, Manufacturing, and Quality teams to ensure timely resolution of customer concerns and continuous improvement of our products and processes.
In This Role, Your Responsibilities Will Be:
- Manage customer claims from initiation through closure, ensuring a positive customer experience.
- Review warranty, repair/replacement, and credit requests to determine appropriate actions.
- Investigate potential product application issues and collaborate with Technical Support and Engineering teams to identify solutions.
- Enter and track RMAs in the claims management system.
- Coordinate with cross-functional teams to drive investigations, corrective actions, and claim resolution.
- Communicate claim status and corrective actions to customers in a professional and timely manner.
- Monitor claim management KPIs and ensure claims are closed within established service levels.
- Escalate complex or high-impact customer issues when necessary.
- Identify and communicate potential business risks, quality concerns, or customer satisfaction issues to leadership.
For This Role, You Will Need:
- Associate’s or Bachelor’s degree in Quality, Engineering, Manufacturing, or a related field.
- Minimum of 2 years of experience in Quality, Customer Service, Technical Support, or a manufacturing environment.
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Experience working with Microsoft Office applications, especially Excel.
- Ability to manage multiple priorities and work effectively in a cross-functional environment.
Preferred Qualifications:
- Knowledge of quality management systems and ISO 9001 standards.
- Familiarity with ERP systems and customer claims management tools.
- Understanding of engineering drawings, specifications, and manufacturing documentation.
- Experience supporting customers in a manufacturing or industrial products environment.
Our Culture & Values
We are looking for someone who demonstrates:
- Customer Focus
- Decision Quality
- Collaborates
- Communicates Effectively
- Ensures Accountability
- Manages Complexity
- Instills Trust
- Nimble Learning
If you are passionate about customer satisfaction, quality excellence, and continuous improvement, we encourage you to apply.
Our Commitment to Our People
At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.
We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.
At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.
Accessibility Assistance or Accommodation
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Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.
With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!
No calls or agencies please.
Customer Quality Engineer Join our Quality team and help deliver an outstanding customer experience by managing warranty, repair/replacement, and customer credit claims. In this role, you will work closely with customers and cross-functional teams to investigate issues, coordinate corrective actions, and ensure timely claim resolution. Key Responsibilities: Review and process customer claims and RMAs. Coordinate investigations with Quality, Engineering, Sales, and Technical Support teams. Communicate claim status and corrective actions to customers. Monitor claim KPIs and ensure timely closure of cases. Escalate critical customer issues when needed. Qualifications: Associate’s or Bachelor’s degree in Engineering, Quality, Manufacturing, or a related field. 2+ years of experience in Quality, Customer Service, Technical Support, or Manufacturing. Strong analytical, problem-solving, and communication skills. Proficiency in Microsoft Office and experience working with quality systems