Engineer II, Customer Service

LG Energy Solution Michigan Inc. (LGESMI) develops and manufactures large lithium-ion polymer batteries and packs for electric vehicle (EV) and energy storage applications. Come join the leader in advanced EV batteries! www.lgenergymi.com

Summary:

As a Customer Service Engineer II in Quality Department, you will support OEM customers on projects involving failure investigations and root cause analysis, using structured investigation methodologies, analytical problem-solving skills, and statistical techniques to identify issues and drive effective corrective actions. We are looking for a highly motivated and customer-oriented professional with strong communication and interpersonal skills, a proactive attitude, and the ability to build positive relationships with customers and cross-functional teams. The ideal applicant demonstrates empathy, professionalism, adaptability, and a collaborative mindset, while maintaining a strong sense of ownership and accountability. This role is well suited for candidates who aspire to develop broad cross-functional expertise across areas such as data analysis, logistics, operations, finance, negotiation, engineering coordination, and business communication. 

Responsibilities:

• Serve as a customer-facing representative and primary point of contact for any quality-related topic, including failure investigation updates, root cause analysis, corrective actions, issue escalation, issue coordination.
• Analyze technical, operational, and customer-related issues to identify trends, contributing factors, and improvement opportunities. 
• Monitor and evaluate Cost of Quality (COQ) including scrap, rework, warranty, supplier quality, and field failure-related costs. 
• Act as a liaison between engineering, operations, suppliers, and the customer to facilitate effective problem-solving and corrective action activities. 
• Conduct follow-up audits to verify effective implementation of corrective and preventive actions.
• Collaborate with cross-functional teams to identify cost-reduction opportunities while maintaining product quality, customer satisfaction, and operational performance
• Travel to OEM, Tier 1 supplier facilities or failed vehicle location as needed, including support for containment activities
• Cultivate strong customer relationships through proactive communication, responsiveness, professionalism, and effective issue resolution. 
• Conduct quarterly onsite customer visits to strengthen customer relationships, support quality discussions, and understand customer needs and concerns. 
• Perform other duties as assigned
• Mentor Engineer I level engineers as required

Qualifications:

• Bachelor’s Degree in Finance, Statistics, Mathematics, Data Science, Business Administration, Engineering, Industrial Engineering, or related field required, MBA or MS or equivalent relevant experience preferred

Experience:

• 3-6+ years of related experience 
• Experience in analyzing data using statistical tools
• Experience in root cause analysis using structured problem-solving tools and methodologies 
• Experience in customer-facing roles with strong verbal and written communication skills
• Experience in project engineering, or program management

Skills:

• Strong verbal and written communication skills
• Knowledge of quality-related tools (8D, 5 Why, Fishbone diagram)
• Statistical analysis and data interpretation skills (Minitab, Excel, Power Bi, Tableau, R, Python, or similar tools)
• Results-oriented and data-driven mindset
• Attention to detail
• Strong perseverance and self-motivation
• Structured problem-solving skills and critical thinking
• Technically proficient and motivated to continuously improve
• Familiarity with automotive quality systems
• Ability to work flexible hours as needed to support customer requirements.
• Ability to travel domestically and internationally as needed 
• MS Office Suite

Benefits Overview

• 100% employer-paid Medical, Dental, and Vision premiums for you and your family
• 100% employer-paid disability and life insurance
• Generous Paid Time Off / Holidays
• Opportunity to grow in a diverse work environment with a global company
• 401k Retirement savings and planning with a generous company match

LGESMI is an Equal Opportunity employer that values the diversity of its workforce. EEO