Customer Quality Program Manager



Customer Service, Operations, Quality Assurance
Beijing, China
Posted on Thursday, July 4, 2024

NVIDIA is leading the way in groundbreaking developments in Artificial Intelligence, High-Performance Computing and Visualization. The GPU, our invention, serves as the visual cortex of modern computers and is at the heart of our products and services. Our work opens up new universes to explore, enables amazing creativity and discovery, and powers what were once science fiction inventions from artificial intelligence to autonomous cars. NVIDIA is looking for phenomenal people like you to help us accelerate the next wave of artificial intelligence.

We are looking for a Customer Quality Engineer to join our team leading all aspects of quality for for a range of product segments throughout the life of the product. As part of the Operations Customer Quality Team, your main role will be establishing a working relationship with your customers, collaborating on problem resolutions/complaints, and you will be the voice of the customer to the internal teams.

Location: Beijing, China. This is a customer quality technical engineering role that is responsible for providing best-in-class support to NVIDIA's enterprise customers.

What you will be doing:

  • You'll be the quality representative for your customer base leading conference calls and F2F meetings with Customers related to quality weekly/monthly.

  • Track Customer quality metrics with regular reporting to the customer and internal management.

  • You'll be the quality representative for your customer(s), leading conference calls and meetings.

  • Track Customer quality metrics with regular reporting to the customer and internal management.

  • In crisis or customer escalation situations, be able to quickly assimilate and understand the critical elements of the issue, provide direction to the working team, comprehend the significance of results from various technical activities, and formulate responses to customers.

  • Craft customer presentations and 8D reports covering statuses of root cause, risk assessments, corrective actions, preventative actions and recovery plans for complaints.

  • Work cross functionally with various internal organizations to resolve product failures.

  • Drive continuous improvement activities to improve the quality of the products.

  • Work with customer engineering teams and NVIDIA Field Application Engineering team on server product test and debug at customer location.

  • Support onsite customer system triage and first level debug for products on the factory line.

What we need to see:

  • BS or MS degree from a leading university (or equivalent experience) in electrical engineering, computer science, or related technical discipline.

  • Knowledge and experience in electronics assembly and manufacturing/test processes.

  • 5+ years of experience in electronics customer quality or test engineering role.

  • Excellent English written and oral communication skills.

  • Good interpersonal skills, with a logical approach to problem solving, good time management, and task prioritization skills.

  • Strong leadership skills with experience coordinating teams in multiple disciplines & geographies.

  • Good proficiency using MS Office software tools, data analytical tools, and email communications

Ways to stand out from the crowd:

  • Experience with server system hardware and software design, development, architecture, or testing.

  • Electronics/server troubleshooting & debugging capability

  • Hardware and software tool experience for server platforms failure analysis

  • Knowledge of semiconductor manufacturing processes such as Si fab, Package assembly and Final test.

  • Proven history of developing close working relationships with customer quality teams and using structured problem solving to find solutions.