Customer Quality Sustaining Sr. Staff Engineer

Job description

About our group: The Customer Success team at Seagate is dedicated to ensuring our customers achieve optimal outcomes with our products and services. Working in close collaboration with Sales and the broader account team, we strive to deliver exceptional value and support throughout the entire customer journey. About the role - you will: Play a pivotal role in upholding our commitment to customer satisfaction and product excellence. Lead a global Customer support team to meet the needs of our top Customers, leveraging Seagate's resources to deliver best-in-class support for HDD products quality across all phases of the product lifecycle. Establish and maintain effective communication channels between the Customer, Field Engineers, Design Center Customer Quality organizations, and Factory Customer Technical Support teams to ensure swift and efficient resolution of customer quality issues. You will lead this cross-functional account team during issue resolution. Manage complex quality deliverables to the Customer, taking ownership of business and quality metrics at assigned accounts, including product performance and overall customer satisfaction. You will drive internal communication and corrective action as necessary to achieve these objectives. Serve as the primary point of contact for all sustaining activities, including managing and analyzing customer integration DPPM, field ARR/AFR, field escalations, failure-analysis status reporting, and other sustaining issues. Develop, review, and present customer presentations and reports, articulating complex technical information in a clear and concise manner. Manage intricate quality deliverables to support new product qualifications, ensuring seamless integration and customer satisfaction. Serve as the customer's advocate within Seagate, ensuring their needs, concerns, and priorities are effectively represented and addressed across the organization. Engage with Seagate global teams and customers. Travel to customer sites and manufacturing facilities nationally and internationally. About you: Anticipate long term technical and organizational needs and connect engineering decisions to business objectives. Strong analytic skills, with the ability to draw meaningful conclusions from raw data. Your experience includes: A strong understanding of disk drive technology and considerable experience in the Hard Disk Drive industry. The ability to develop, interpret, and proactively manage customer DPPM, AFR, ARR, and associated metrics. Proficiency in Excel and PowerPoint, with the capability to present complex material to senior-level audiences effectively. Knowledge of JMP, Weibull, and/or Minita. Lead a global customer support team to meet the needs of our top customers, leveraging Seagate's resources to deliver best-in-class support for HDD product quality across all phases of the product lifecycle, work with cross functional teams. Able to travel nationally and internationally. Bachelor’s degree in engineering related field (i.e., Electrical, Mechanical, Chemical, Computer Engineering, Materials, Physics, or Information Technology) and 12+ years of experience or master’s degree in the same and 8+ years’ experience or PhD and 5+ years’ experience or equivalent experience and education. You might also have: Systems-level experience is a plus. Experience supporting customers, suppliers, or product qualification activities through roles in Customer Quality Engineering, Field Engineering, Technical Customer Support, Qualification Management, or Supplier Engineering is highly valued. Location: This position can be based out of either Shakopee, MN, or Longmont CO. Our Shakopee campus is located 25 minutes southwest of Minneapolis in a setting with a rural vibe – it overlooks a horse racing track and stables, yet it has great entertainment venues close by as well. With wide-open spaces, the campus has plenty of space for running, biking, shooting some hoops or playing volleyball over lunch. If working out is your thing, the on-site fully equipped fitness center hosts wellness programs, tournaments, and group workouts. Hungry? Seagate offers an on-site café with freshly sourced foods and specialty coffees, or if you prefer, drive to one of many restaurants just minutes away. Our Longmont product-design campus is nestled against the foothills with exceptional views of the Rocky Mountains. Here at work, you can grab breakfast and lunch in the on-site cafeteria or get an afternoon espresso, prepared by a professional barista. Our 1,500+ employees enjoy an active on-site experience from sporting activities (get in a few laps at lunch on our 1-mile walking path around campus, play ping-pong or volleyball, or stop in our 24- hour fitness center for a group or individual workout) to community service and many employee resource groups including Pride! Women’s Leadership Network and a Young Professionals Network. The estimated base salary range for this position is $120,265.00 - $175,283.00. The individual salary is based on work location and additional factors, including job-related skills, experience, and relevant education or training. Seagate offers comprehensive benefits to its eligible employees, including, but not limited to, , eligibility to participate in discretionary bonus program, medical, dental, vision, and life insurance, short-and long-term disability, 401(k), employee stock purchase plan, health savings account, dependent care, and healthcare spending accounts. Seagate also offers paid time off, including 12 holidays, flexible time off provided pursuant to Seagate policy, a minimum of 48 hours of paid sick leave, and 16 weeks of paid parental leave. The benefits for this position are based on a full-time schedule for a full calendar year and may differ depending on work location. Location : Shakopee, United States, Longmont, United States Travel : Up to 10%