Field Quality Engineer

Position: Field Quality Engineer

Job Summary

We are looking for a proactive and customer-focused Field Quality & Customer Experience Engineer who will bridge the gap between customers, service centers (ASP), retailers, and the R&D team. The candidate will be responsible for collecting real-world customer feedback, reproducing field issues, validating defects, performing market research, and supporting continuous product quality improvement.

The ideal candidate should possess strong communication skills, excellent observation ability, analytical thinking, and a passion for solving problems.

Key Responsibilities

• Visit Authorized Service Centers (ASP) and interact with customers to understand reported issues.
• Reproduce customer issues and collect logs, screenshots, videos, and other evidence.
• Submit validated defects to Jira/Market Anomaly Platform and follow up with R&D until closure.
• Conduct market visits to collect retailer feedback, customer expectations, and competitor insights.
• Monitor social media, online forums, e-commerce reviews, and other platforms to identify negative VOCs and emerging quality issues.
• Perform ad-hoc functional testing and validate software fixes (OTA) when required.
• Prepare clear investigation reports and maintain proper documentation.

Required Skills

• Good communication and interpersonal skills.
• Strong observation and analytical thinking.
• Problem-solving mindset with attention to detail.
• Good knowledge of Android smartphone testing and troubleshooting.
• Willingness to travel frequently for ASP and market visits.
• Proactive, customer-focused, and self-motivated.

Ideal Candidate Profile

The successful candidate is someone who enjoys working in the field, talking to customers, investigating technical issues, and transforming customer feedback into actionable improvements. They are curious, observant, and proactive, with the ability to identify product quality issues before they become widespread. Strong communication skills and a willingness to travel are essential, as the role requires close collaboration with customers, service centers, retailers, and internal engineering teams.