Customer Quality Engineer

Job description

Brompton is a highly respected British manufacturer of bespoke folding bikes, each bike being hand made in the London factory. For many owners of our bikes, Brompton is part of their lifestyle and an expression of who they are. We enjoy riding our bikes too and we’re proud of their success around the world.


Brompton wants to transform cities. By providing the means to commute or explore, with a bike that you can take anywhere, we can change the way people live in cities creating happier and healthier lives for our customers. Our high-quality products, combined with the resurgence in cycling, means that we are enjoying strong, sustained revenue growth of 30%+ over the past 3 years. COVID has accelerated the demand for cycling in cities around the world and lifted our ambition to grow global sales from c. £100m today to over £300m within the next 5 years.


We continue to make the Brompton bicycles in West London, where we started in 1975, but our product has travelled far - we now export 70% of our bicycles to 45 countries. In recent years we have invested in a new purpose-built production facility, transformed our digital architecture, opened new flagship stores, launched our ecommerce platform and had our biggest product launch in company history - and we’re not stopping there. To truly deliver on our purpose, we need passionate, innovative and talented people that want to challenge the status quo and make an impact.


If you are excited by the opportunity to help create products that make a difference to people’s lives across the world, and thrive on responsibility, we can offer you a job you will not find anywhere else.


The role


This is a great opportunity to join our Quality team in Greenford as a Customer Quality Engineer. You will be responsible for:


  • Liaising with Customer Service and acts as a bridge between Customers and Quality Department to provide technical resolutions,
  • Reviewing the feedbacks and warranty claims which come from the customer for ongoing products
  • Attending the NPI projects meeting for giving feedback to the team regarding the customer concerns from the field
  • Providing technical support to Customer Service Team when it is necessary,
  • Transforming raw data into useful data by defining the complaint Tickets created by the Customer.
  • Analysing Customer complaints and classifying them into failure modes and share them with stakeholders
  • Monitoring every single failure mode and producing regular reports for management on weekly basis.
  • Take responsibility for closeout of Customer Complaints utilising 8D or other problem-solving technique as required
  • Liaising with Stakeholders to improve the relevant processes and finds design solutions to develop the products by using continuous improvement approach
  • Visiting the Junction and dealers to get their feedback regarding the products

Job requirements

Qualifications and Experience Levels:

  • BS Degree in Engineering or related technical discipline or equivalent
  • At least 2 years’ experience in Quality with Customer Focus Role (B2B or B2C)
  • Engage with the teams with problem solving tools (such as A3,8D)
  • Advanced data reporting and sharing best practise skill required
  • Advanced analytical mindset required
  • Advanced presentation skill required
  • Maintaining the Customer Service database
  • Self-management of the time keeping, and daily prioritising
  • Problem solving and action-oriented person
  • Strong Customer Focus skill required
  • Being recognised as the contact point for all Quality issues in term of Customer
  • Liaise with Multi-Functional Team on behalf of the Quality for Customer concerns
  • Good communication skill required
  • Proficiency in Microsoft Office tools Word, Excel, PowerPoint
  • Ability to understand engineering drawings
  • Good planning and organization skill
  • Power BI knowledge is preferred


Benefits

Brompton offers you a very excellent working environment with enthusiastic colleagues who get along very well, communicate, and cooperate with each other. The working climate is informal, but we work hard. Next to good terms of employment Brompton offers you the opportunity to work in a responsible and challenging job within a dynamic, international, and ambitious environment. We are all proud to be part of Brompton Bicycle; we all share the same passion and dedication to the company and embrace differences in cultural backgrounds and skills.


  • Huge discount on your very own Brompton (family and friends get discount too)
  • Position to thrive. Whether you are early in your career or an experienced professional, Brompton provides you with everything you need to excel in your job and for personal growth. You will be actively encouraged to increase your skillset and to attend relevant events
  • 25 days holiday plus Bank Holidays, increasing the longer you stay with us
  • Workplace Pension Scheme, Childcare Vouchers, Flexible Working, Cycle to Work Scheme to name just a few….
  • Birthday Breakfast, Family Fun Days, Christmas Parties, London to Brighton Bike Rides, Charity Raffles, Volunteering with the local community all go towards creating a working environment that is fun and enriching