Customer Quality Engineer

Hardware Engineering  |  San Jose  | ID: 7251 

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Customer Quality Engineer

Teamwork makes the stream work.

Roku is changing how the world watches TV

Roku is the #1 TV streaming platform in the US, and we’ve set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.

From your first day at Roku, you’ll make a valuable — and valued — contribution. We’re a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.

 

About the Role

Roku Product Quality is seeking a Customer Quality Engineer to ensure Roku products and processes meet Retailer requirements and to measure and drive improvement in Retail and Consumer Quality.

As a key member in the Product Quality team, the Customer Quality Engineer will work will Hardware Engineering, Packaging Engineering, Manufacturing, Sourcing, Business Planning, Logistics, and Program Management to work with retailers to ensure we meet their requirements, analyze RMA data and failure analysis, develop processes and work instructions, perform First Article Inspections, and participate in new product introduction on retail related deliverables.  You will also perform supplier quality and corporate social responsibility assessments and review and approve change orders related to retail quality.  Additionally, you will drive continuous improvement in internal and supplier processes.

 

What you'll be doing

  • Keep up to date on all retailer quality/operations requirements and ensure they are included in Roku internal processes
  • Ensure all retailer quality/operations requirements are met and resolve any deficiencies and corrective action requests
  • Manage quality/operations communications with retailers, including use of retailer portals and systems
  • Perform first article inspections (FAIs) and lead cross-functional FAI reviews, document results, and drive corrective actions
  • Develop processes and work instructions for internal and supplier processes as required
  • Coordinate failure analysis of customer returns, analyze customer complaints, return rates and failure analysis data, and work with engineering to drive continuous improvement
  • Participate in the supplier selection process, representing Product Quality, of logistics providers, warehouses, and packaging suppliers
  • Perform process and technical supplier assessments for both quality and code of conduct (labor, ethics, health, safety and environmental) compliance
  • Qualify supplier facilities, processes and products through supplier assessments and production part approval process (PPAP)
  • Review and approve change orders (ECOs, MCOs, DEVs) 
  • Drive continuous improvement of suppliers based on supplier assessment results, quality performance, technical support, and delivery
  • Review and approve supplier corrective actions for the adequacy of root cause identification and corrective actions using the 8D process
  • Drive the use of statistical tools and methods within supplier facilities including statistical process control, capability analysis, gage repeatability & reproducibility, and design of experiments

 

We're excited if you have

  • A BS (or higher) degree in Engineering, or other applicable engineering discipline
  • 5+ years of experience as a customer and supplier quality engineer working with multiple retailers and suppliers
  • Significant experience with quality systems including ISO-9000 and IATF 16949
  • ASQ Certified Quality Engineer (CQE)
  • Six-sigma black belt certification
  • Experience performing supplier assessments for quality systems, technical capabilities, and corporate social responsibility compliance
  • Statistical knowledge in statistical process control, capability analysis, gage repeatability & reproducibility, and design of experiments using Minitab or similar tools
  • Industry experience in Consumer Electronics, Personal Computing, and/or IOT
  • Experience with Atlassian Confluence and JIRA
  • Experience with PLM software like Propel
  • Ability and desire to travel domestically up to 25%
  • A strong sense of integrity and dedication to ethical business practices
  • Highly collaborative by nature; transparent and open-minded
  • Anticipative and forward thinking
  • Excellent communication skills (verbal and written) with a strong sense of professionalism
#LI-SC1

The Roku Culture

Roku is a great place for people who want to work in a fast-paced environment where everyone is focused on the company's success rather than their own. We try to surround ourselves with people who are great at their jobs, who are easy to work with, and who keep their egos in check. We appreciate a sense of humor. We believe a fewer number of very talented folks can do more for less cost than a larger number of less talented teams. We’re independent thinkers with big ideas who act boldly, move fast and accomplish extraordinary things through collaboration and trust. In short, at Roku you'll be part of a company that's changing how the world watches TV. 

We have a unique culture that we are proud of. We think of ourselves primarily as problem-solvers, which itself is a two-part idea. We come up with the solution, but the solution isn't real until it is built and delivered to the customer. That penchant for action gives us a pragmatic approach to innovation, one that has served us well since 2002. 

To learn more about Roku, our global footprint, and how we've grown, visit https://www.weareroku.com/factsheet.

Thanks for considering a role at Roku. Take a moment to complete the form below. We ask that you remove any photos from your resume or CV before submitting your application. 

Additionally, providing false, misleading, or inaccurate information or responses will void this application and disqualify you from consideration. If employed by Roku, it will result in the immediate termination of employment regardless of when Roku discovers misleading or inaccurate information.

 

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Accommodations

Roku complies with federal and state disability laws and it is our policy to provide reasonable accommodations to qualified individuals, including applicants and employees, with disabilities unless the accommodation will impose an undue hardship. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to rokuhr@roku.com.

Roku considers qualified applicants regardless of criminal histories, consistent with legal requirements.

Anti-Discrimination Notice

Roku is proud to be an Equal Opportunity employer. It is the Company’s policy to provide equal opportunity to all individuals seeking employment without regards to race, color, religion, religious creed, national origin, age, sex, marital status, ancestry, physical or mental disability, military or veteran status, gender, gender identity, gender expression, sexual orientation, medical condition, genetic information, or any other protected category under federal, state, or local law. Roku also prohibits harassment or discrimination of applicants based on any of the above-listed protected categories. This policy covers all aspects of employment, including but not limited to, recruitment, selection, training, promotion, transfer, compensation, demotion, and termination of employment.

 

Voluntary Invitation to Self-Identify

This is not required to submit your application.

Completion of the form is entirely voluntary, and refusal to provide the information will not subject you to any adverse treatment. The information obtained will be kept confidential and may only be used in accordance with the provisions of applicable local, state, and federal law, executive orders, and regulations.

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