Ensure all customer requirements and CIR deliverables are met, including initial response, containment, replacements, defective returns, root cause analysis, and closure, with high quality and timeliness.
Drive SDC program governance and global RTF standardization through structured sprint execution, process alignment, work instruction control, and NPI readiness to ensure consistent global execution, strong system adoption, and minimized operational risk.
Enable data-driven customer engagement by consolidating quality, delivery, and revenue insights to support proactive issue prevention, faster decision-making, and structured engagement that strengthens customer confidence and supports business growth.
Work closely with Order Fulfilment to ensure root cause analysis quality meets customer expectations and provides assurance of product reliability and issue resolution.
Build strong relationships with the Keysight field organization and Order Fulfilment teams, proactively engaging stakeholders to anticipate and resolve customer concerns.
Lead continuous improvement initiatives using Quality tools and LEAN methodologies to drive operational efficiency, process capability, and customer experience improvements.
Participate in and lead customer visits, audits, and key engagement events to ensure successful outcomes, strengthened relationships, and alignment to customer expectations.
Qualifications
Bachelor’s or Master’s degree in Engineering or Science, or equivalent, with typically 5+ years of relevant experience.
Knowledge and experience in applying quality tools to drive continuous improvement, including Root Cause Analysis (RCA), ISO 9000 standards, LEAN methodology, Why-Why analysis, and statistical tools.
Strong attention to detail with solid analytical and problem-solving skills.
Good communication and presentation skills, with the ability to clearly articulate technical and operational insights.
Experience in managing customer issues and escalations, with a strong passion for customer success.
Ability to collaborate effectively across functions and organizational levels, including Production Engineering, Field Engineering, Contact Center, Technical Contact Center, Service Centers, Spare Parts organization, and Management.
Ability to work independently and manage projects, including customer visits, audits, and engagement events; knowledge of project management or project coordination is an added advantage.
Proficiency in additional languages (reading and writing) is an advantage.
Responsibilities
Customer Success is at the heart of Keysight. We are seeking a passionate Quality Engineer to drive customer success through proactive engagement with the field organization and effective collaboration across cross-functional and cross-regional teams.
Lead customer issue resolution and escalations through the Keysight Customer Feedback process (CIR), ensuring timely and effective closure while maintaining strong customer communication and satisfaction.
Own end-to-end RTF operational governance, including TAT control, data integrity, escalation management, and real-time performance monitoring to sustain ≥80% target performance and prevent degradation that would result in delayed shipments, missed customer commitments, and increased CIRF cases and global support requests.
Ensure all customer requirements and CIR deliverables are met, including initial response, containment, replacements, defective returns, root cause analysis, and closure, with high quality and timeliness.
Drive SDC program governance and global RTF standardization through structured sprint execution, process alignment, work instruction control, and NPI readiness to ensure consistent global execution, strong system adoption, and minimized operational risk.
Enable data-driven customer engagement by consolidating quality, delivery, and revenue insights to support proactive issue prevention, faster decision-making, and structured engagement that strengthens customer confidence and supports business growth.
Work closely with Order Fulfilment to ensure root cause analysis quality meets customer expectations and provides assurance of product reliability and issue resolution.
Build strong relationships with the Keysight field organization and Order Fulfilment teams, proactively engaging stakeholders to anticipate and resolve customer concerns.
Lead continuous improvement initiatives using Quality tools and LEAN methodologies to drive operational efficiency, process capability, and customer experience improvements.
Participate in and lead customer visits, audits, and key engagement events to ensure successful outcomes, strengthened relationships, and alignment to customer expectations.
Bachelor’s or Master’s degree in Engineering or Science, or equivalent, with typically 5+ years of relevant experience.
Knowledge and experience in applying quality tools to drive continuous improvement, including Root Cause Analysis (RCA), ISO 9000 standards, LEAN methodology, Why-Why analysis, and statistical tools.
Strong attention to detail with solid analytical and problem-solving skills.
Good communication and presentation skills, with the ability to clearly articulate technical and operational insights.
Experience in managing customer issues and escalations, with a strong passion for customer success.
Ability to collaborate effectively across functions and organizational levels, including Production Engineering, Field Engineering, Contact Center, Technical Contact Center, Service Centers, Spare Parts organization, and Management.
Ability to work independently and manage projects, including customer visits, audits, and engagement events; knowledge of project management or project coordination is an added advantage.
Proficiency in additional languages (reading and writing) is an advantage.
