Customer Quality Engineer

Salary Range:

$75,000.00 To $100,000.00 Annually

Job Title:

Quality Engineer Customer Service

Reports to:

Quality Manager

Date:

August 2026

Category:

Full Time - Permanent

Location:

1271 Tapscott Road, Scarborough, ON

Opportunity:

This posting is for a new role

Compensation:

$75,000 to $100,000/year

About Merrithew Merrithew® is the global leader in mindful movement, the company behind the STOTT PILATES® Movement System™ and a growing portfolio of leading movement education and equipment brands, including Align-Pilates and the GYROTONIC® organization. Since 1988, Merrithew has trained more than 100,000 instructors in over 135 countries and developed premium equipment and science-based education trusted by leading studios, rehabilitation centers and fitness professionals.

Merrithew supports instructors, studio owners and wellness leaders with a complete ecosystem to thrive, including training, equipment, digital resources, business tools and a global network of peers. Its vision is to transform lives through intentional, inclusive movement, shaping the next era of mindful movement through innovation, purpose and a commitment to professional excellence.

GYROTONIC® and GYROKINESIS® are registered trademarks.

Our Core Values

Community – Culture of belonging, encourage connections and engagement

Passion – Be present, enthusiastic, energetic, committed to purpose, inspiring

Boldness – Act with courage, change the norm, never settle for “just ok”

Customer-Centric – Our Vision is fulfilled through our Trainers, Partners and end-customers.

Accountability – Act like owners, own the results

Innovation – Delivering the best, highest-quality products, programs and services

Position Overview The Customer Quality Engineer (CQE) is a senior quality professional responsible for connecting customer experience with product and process quality. This role leads the investigation and resolution of customer complaints, warranty issues, and field quality concerns, working closely with Customer Service, Quality, Operations, Engineering, Product Development, Supply Chain, and suppliers.

The CQE combines strong technical quality expertise with excellent customer-facing skills. The successful candidate will be comfortable leading a technical root cause investigation, working cross-functionally to implement corrective actions, and clearly communicating findings and resolutions to customers and internal stakeholders.

The CQE also provides functional leadership and guidance to Customer Service Coordinators to ensure customer complaints and product concerns are accurately captured, appropriately escalated, and effectively managed.

Major responsibilities Customer Quality Management

Serve as the primary quality representative for customer product complaints, warranty claims, and field performance issues.

Review and assess customer complaints to determine severity, risk, and escalation requirements.

Conduct root cause analysis using methodologies such as 5 Whys, Fishbone Diagrams, Failure Mode Analysis, and CAPA processes.

Coordinate investigations with Manufacturing, Supply Chain, Product Development, Engineering, and Supplier Quality teams.

Develop and track corrective and preventive actions (CAPAs) through closure.

Communicate investigation findings and resolutions to internal stakeholders and customer-facing teams.

Customer Service Oversight

Act as the quality subject matter expert supporting Customer Service in the management of complex customer issues.

Provide functional leadership, guidance, and coaching to Customer Service Coordinators on complaint handling, quality requirements, and escalation.

Establish and maintain standards for complaint documentation, categorization, investigation, and escalation.

Review complaint information to ensure sufficient technical detail is captured to support effective investigation.

Partner with Customer Service to improve the overall customer experience throughout the complaint resolution process.

Identify opportunities to improve communication, response times, and the customer complaint experience.

Quality Data Analysis & Reporting

Analyze customer feedback, complaint trends, return data, warranty claims, and product performance metrics.

Develop and maintain dashboards and KPI reporting related to:

Customer complaints

Warranty claims

Product returns

Defect trends

Resolution cycle times

Identify recurring quality issues and recommend corrective actions.

Present findings and recommendations to management teams.

Product & Process Impr