Quality Support Engineer

The Quality Support Engineer is responsible for supporting customer quality inquiries by reviewing warranty, service and credit return requests and ensuring customer satisfaction throughout the process. This role acts as a key liaison between customers, manufacturing, and quality engineering teams to resolve concerns in a timely and effective manner while maintaining compliance with company and industry standards.

In This Role, Your Responsibilities Will Be:

• Provide customers with world-class support throughout the entire claim management process for warranty, repair/replace and customer credit claim requests.
• Review claim requests for potential miss application use of product and determine if return for technical investigation is needed. Collaborate with Technical Support and Engineering to resolve if application issues are discovered.
• Ensure claim requests adhere to company policy.
• Work with Customer, Sales, and Quality teams if technical investigation, repair/replace or credit can be performed as goodwill gesture if warranted by business needs.
• Enter RMAs in the claim management tool and assign appropriate quality engineer for investigation.
• Follow up with the customer on claims, provide documented corrective actions to customer.
• Evaluate the effectiveness of the corrective & preventative actions identified by the process owner for closure.
• Follow up with customers to ensure RMA deliverables meet the customer’s expectations, and close RMAs accordingly.
• Monitor claim management KPI Dashboard to ensure timely closure of claims.
• Escalate customer issues that exceed expected response time or require additional engagement from leadership to bring to closure, as needed.
• Provide highly responsive and accurate transactional response to customer inquiries with recognized professionalism.
• Advise Management team of areas of business or financial risk based on observations and communication with customer teams
• Keeps Management informed of areas of conflict or dispute that are unresolved, that may pose a threat to Emerson’s relationship with our customers.

You try different solutions for problems and learn from the results. You step up to address difficult issues and are willing to champion ideas on their merits. You understand the importance and interdependence of internal customer relationships.

For This Role, You Will Need:

• Technical or Bachelor’s degree in Quality, Engineering, Manufacturing, or related field preferred
• Minimum 2 years’ experience in Technical Support, Quality or Customer Service in a manufacturing environment
• Excellent verbal and written communication skills
• Proficient in structured problem-solving methodologies and data analytics (Power BI).
• Strong database management skills
• Proficient with MS office (Excel, Word, PowerPoint)

• Intermediate knowledge: Solenoid valves, Position Indictors, Go-Switch, Pneumatic and Electric Actuators, Precision Regulators, Pressure and Vacuum Relief Valves principles of operation.
• Basic understanding of Engineering Drawings, Specification Sheets, Order Entry Documents, Manufacturing Certificates, among others for investigation purposes
• Familiarity with FLMC Business Systems and ERPs Tools
• ISO 9001 Quality management System

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams working together are key to driving growth and delivering business results.

We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, vacation and holiday leave.

About Us

WHY EMERSON

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.

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About Emerson

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!

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