Senior Technologist, Customer Quality Engineering

Individual contributor role responsible for end-to-end customer quality ownership for 2–3 assigned key accounts in the US and EMEAI markets. Serves as the primary WD quality interface for assigned accounts, driving issue resolution, product performance monitoring, and strategic quality initiatives across the customer lifecycle — from integration through field deployment.

Essential Duties and Responsibilities:

Account Quality Ownership

• Own customer quality relationship for 2–3 assigned key accounts; serve as the single point of accountability for all quality-related escalations, communications, and deliverables
• Monitor product performance at customer integration and in the field; proactively identify anomalies, failure trends, and risk areas before they escalate
• Maintain top QBR rankings and quality scores for assigned accounts; prepare and deliver high-impact presentations with data-backed analysis as needed during QBRs and Quality Summits
• Ensure WD quality leadership and intimacy positioning with assigned customers

Issue Resolution & Cross-functional Coordination

• Lead end-to-end issue resolution for product-related problems at assigned customers following 8D methodology; drive closure with engineering, manufacturing, and supply chain teams
• Coordinate cross-functional teams — including firmware, mechanical, reliability, and operations — to deliver timely and effective corrective actions
• Escalate systemic issues with supporting data and recommended actions to internal quality and product leadership

Strategic & Complex Projects

• Lead or contribute to strategic Customer Quality Management initiatives including quality system improvements, customer-specific quality improvements, and field data analytics capability development
• Apply Product Intelligence — field data, return analysis, customer telemetry — to drive proactive quality interventions and product improvement recommendations
• Support development of scalable frameworks and best practices for account quality management across the broader CQM team

Representation & Communication

• Represent WD Quality Organization in internal and external customer-facing meetings, audits, and escalation reviews
• Produce clear, executive-ready reporting and analysis for internal leadership and customer stakeholders
• Build and maintain trusted relationships with customer quality and engineering counterparts at assigned accounts