Customer Quality Engineer | RCA, Customer escalations, customer communication, stakeholder management

Overview

As a Customer Quality Engineer at Cisco, you will serve as a technical authority and strategic partner for critical customers, bridging Engineering, Global Supply Chain and Customer Experience to drive proactive quality strategies and lead failure investigations.

What you'll do

• Develop and drive a customer-centric hardware quality engagement model for strategic accounts, ensuring end-to-end visibility and transparency on quality matters.
• Lead monthly external hardware quality performance deep dives, providing actionable metrics, issue summaries and expert-level Root Cause Analysis discussions for key customer stakeholders.
• Coordinate complex customer communications on corrective and customer mitigation actions (ECO, PCN, Field Notice), serving as primary liaison between Account Teams, CX, Operations, Quality and Engineering.
• Lead field remediation actions for high-impact events in key customer networks.
• Monitor customer in-service and early-life failure activity and execute tailored mitigation strategies for large-scale, complex network environments.
• Implement and track field mitigation agreements, including monitoring across global service depots and networks to minimize customer risk and downtime.
• Apply advanced statistical methods and data analytics to uncover actionable insights, drive proactive issue identification, and conduct customer site audits to resolve installation and operational challenges.
• Partner with quality and design engineering teams to maintain expert-level knowledge of product architecture, failure mechanisms and quality trends across the customer install base.
• Provide in-region support for critical escalations, assessing technical impact and executing rapid field actions to resolve high-priority quality issues.

What you'll need

• Bachelor's Degree in Engineering or related field with 8+ years of related experience, or a Master's Degree or related field with 6+ years of related experience.
• Extensive, recognized experience in Product or Customer Quality Engineering with a deep understanding of product architecture and complex failure mechanisms.
• Proven ability to analyze the upstream and downstream impacts of technical changes, providing strategic recommendations that improve product performance and reliability.
• Demonstrated success leading multiple high-priority projects and acting as a technical lead in cross-functional, matrixed environments.
• Exceptional ability to apply statistical modeling and data analytics to identify innovative, long-term solutions to persistent quality challenges.
• Superior ability to influence and align executive-level stakeholders through data-driven storytelling and clear, professional technical reporting.

Details

• Location: Bangalore, India.