Celeros Flow Technology
Customer Concern / Warranty Resolution Lead
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Quality Engineer
About Celeros Flow Technology
For over 140 years, our products have ensured the safe, reliable operations of key industries. With a passion for precision and partnership, Celeros Flow Technology continues this legacy of high performance and dependability, delivering mission-critical, sustainable flow control solutions globally.
We seek talented professionals to join our world-class team of innovators in a global, collaborative, and multicultural environment, where you will be challenged, supported, and inspired to excel.
General Summary
The Quality Engineer will drive customer satisfaction, coordinate company responses to concerns, and proactively engage internal teams to enhance service alignment. Operating within company policies, your role involves resolving customer issues effectively while promoting continuous improvement.
Key Responsibilities
- Promote a prevention-based culture and fuel continuous process improvement.
- Enhance customer satisfaction by resolving concerns timely and collecting customer feedback.
- Manage customer interactions to strengthen Celeros’ external reputation.
- Collaborate with internal departments to define and resolve product/service quality issues, offering guidance across quality-related topics.
- Monitor financial reviews, using Cost of Poor Quality (CoPQ) data (Warranty, Liquidated Damages, Goodwill) to drive operational improvements.
- Work with internal/external teams to implement process improvements across narrow and broad workstreams.
- Support product/service incident investigations, ensuring structured lesson learning and data-driven reporting mechanisms are in place.
- Develop and execute Key Performance Measures (KPIs) to improve customer satisfaction across Cathcart product lines.
- Generate weekly/monthly KPI reports outlining concerns, trends, and patterns in Cathcart product lines.
- Champion the Non-Conforming Report (NCR) process to ensure all defective products follow proper disposition documentation.
- Benchmark best practices across Celeros sites to streamline customer-facing processes for overlapping accounts.
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Key Deliverables & Performance Indicators
(Tracked monthly unless otherwise noted)
- Track and close customer concerns (recorded open/closed counts).
- Monitor financial impacts linked to concern resolution (recurring reports).
- Measure net financial benefit from dispute avoidance, including upsells, recovery, or opportunity conversion.
- Identify and track process improvement initiatives (monthly updates).
- Pre-sent monthly achievements, including closure timeframes for severity-based claims.
- Facilitate cross-functional claims resolution meetings (held weekly).
- Ensure full compliance with annual Quality objectives (year-end audit).
About You
To excel in this role, you must demonstrate:
- Significant relevant experience in customer satisfaction, quality assurance, or process improvement.
- Fluency in ISO 9001:2015 standards.
- Strong risk analysis and Root Cause Failure Analysis (RCFA) experience.
- Advanced computer proficiency (Microsoft Office, PowerPoint, data visualisation tools).
- Proven ability to lead improvement projects from inception to delivery.
- Direct experience managing customer interfaces with hands-on product expertise aligned to Celeros offerings.
- Advanced data analysis and reporting skills to inform actionable strategy.
- Competence in supporting/conducting audits, both internal and external.
Legal Requirement: Valid right to work in the UK is mandatory for application.
Benefits
Celeros offers a competitive and rewarding environment with:
- Competitive salary
- Opportunities for career development
- Annual bonus scheme
- 33 days holiday (including bank holidays) + optional buy/sell scheme
- Company pension
- Life Cover
- Employee Assistance Program (EAP)
- Digital health/wealth/lifestyle benefits (e.g., TSB platinum reward, Weight Watchers membership)
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Physical & Working Conditions
Physical Demands
Required daily:
- Standing, sitting, walking, talking, hearing, and detailed close-work (e.g., computer-based tasks).
- Frequent use of hands, fingers, and arms (standard office interactions).
Occasional demands:
- Bending, kneeling, or crawling (e.g., moves in office spaces).
- Lifting/moving light to moderate objects.
- Travel, including air/road commutes (potential extended sitting periods).
Work Environment
- Operates in a moderate-nuisance noise setting (business office with standard office equipment).
- Adapts to open-plan or individual offices.
- Requires extended PC usage and the capability to sit for prolonged periods (e.g., in vehicles or planes).
Celeros Flow Technology Values
Our team embodies five foundational principles, guiding every action and contribution:
- Integrity: Safety-focused, compliance-driven, and ** esfuer centered on respect for all stakeholders** (employees, partners, and the environment).
- Speed: Embody urgency in fulfilling our global mission-critical flow solutions role.
- Accountability: Fuller ownership of commitments and resolving promises consistently.
- Partnership: Collaborative mindset, championing cross-team/industry synergy for shared success.
- Excellence: Unyielding passion for engineering, manufacturing, and mission-critical equipment excellence.
Quality at Celeros
All employees share responsibility for driving total quality, from product to service. Should any noncompliance emerge, prompt recording, reporting, and resolution via defined channels.
Diversity & Inclusion
Celeros Flow Technology is an equal opportunity employer—committed to celebrating diversity and providing fair opportunities for all.
Disclaimer
The above description captures core responsibilities. Additional tasks may be assigned. Reasonable adjustments are made to accommodate individuals with disabilities to fulfill essential functions.
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