Job Title: Customer Quality Engineer

Reports to: Quality Manager

Date: July 2026

Category: Full Time - Permanent

Location: 1271 Tapscott Road, Toronto

Opportunity: This posting is for a new role

Compensation: $70,000 to $80,000/year

About Merrithew

Merrithew® is the global leader in mind-body education and equipment. Founded in 1988, the company has trained more than 80,000 instructors and partners worldwide, developed six innovative education programs— STOTT PILATES®, ZENGA®, Total Barre®, Halo® Training, Merrithew Fascial Movement and CORE™ Athletic Conditioning & Performance Training™— and has produced an extensive line of professional and at-home equipment and accessories for personal and professional use. 

Join Merrithew in its mission to inspire people worldwide to lead healthier lives through premium education programs and cutting-edge equipment. With a focus on world-class education and industry-leading equipment, Merrithew is dedicated to promoting optimal fitness and wellness for all.

Our Core Values

These are the values that guide our daily actions, decisions, and how we work with one another and our customers:

• 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) serves as the primary link between customers, Customer Service, Quality, Operations, Engineering, and Product Development to ensure customer feedback, complaints, and product quality issues are effectively investigated, resolved, and leveraged for continuous improvement. This role is responsible for leading customer complaint management, root cause investigations, corrective actions, warranty analysis, and quality reporting while providing oversight and guidance to Customer Service Coordinators responsible for receiving, documenting, and escalating customer inquiries and complaints.

The CQE drives a culture of customer-centric quality by transforming customer feedback into actionable improvements that enhance product performance, customer satisfaction, and operational excellence.

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

  • Provide functional leadership and oversight to Customer Service Coordinators responsible for customer inquiry and complaint intake. 
  • Establish standards and procedures for complaint documentation, categorization, and escalation. 
  • Ensure customer inquiries, complaints, warranty claims, and product concerns are accurately recorded within CRM and quality management systems. 
  • Audit complaint records for completeness, consistency, and compliance with established processes. 
  • Coach and train Customer Service Coordinators on quality requirements, complaint handling procedures, and escalation protocols. 
  • Monitor workload distribution, response times, and complaint processing effectiveness. 

• 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 
    • Customer satisfaction metrics 
    • Resolution cycle times 
  • Identify recurring quality issues and recommend corrective actions. 
  • Present findings and recommendations to management teams. 

• Product & Process Improvement

  • Partner with Product Development and Engineering teams to provide Voice of Customer (VOC) insights. 
  • Participate in product reviews and continuous improvement initiatives. 
  • Support risk assessments and design improvement activities based on field performance data. 
  • Identify opportunities to improve customer experience, product reliability, and operational efficiency. 

• Warranty & Field Quality Management

  • Manage warranty claim review and disposition processes. 
  • Coordinate evaluation of returned products and components. 
  • Maintain records of failure analysis findings and corrective actions. 
  • Work with suppliers and manufacturing partners to resolve quality issues impacting customers. 

• Quality Systems & Compliance

  • Ensure complaint handling processes comply with company quality management requirements. 
  • Maintain documentation and records supporting quality investigations and corrective actions. 
  • Support internal audits and quality reviews as required. 
  • Contribute to continuous improvement of quality systems and procedures. 

Skills and Qualifications

• Education

  • Bachelor's degree in Engineering, Quality Management, Manufacturing, Business, or related field preferred. 
  • Equivalent combination of education and experience may be considered. 

• Experience

  • 3–7 years of experience in Quality, Customer Service, Product Support, Manufacturing, or Continuous Improvement roles. 
  • Experience investigating customer complaints and conducting root cause analysis. 
  • Experience working with CRM, ERP, or Quality Management Systems. 
  • Experience supervising or coordinating customer service functions preferred. 

• Knowledge & Skills

  • Root Cause Analysis (RCA) 
  • Corrective and Preventive Actions (CAPA) 
  • Quality Management Systems 
  • Customer Complaint Handling 
  • Data Analysis and Reporting 
  • Process Improvement Methodologies 
  • Lean Manufacturing and/or Six Sigma principles 
  • Strong written and verbal communication skills 
  • Excellent organizational and problem-solving abilities 
  • Ability to work cross-functionally with technical and non-technical teams 

• Preferred Certifications

  • ASQ Certified Quality Engineer (CQE) 
  • Lean Six Sigma Green Belt or Black Belt 
  • ISO 9001 Internal Auditor Training 

Merrithew may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human review. All final hiring decisions are made by Merrithew's recruitment team.

Merrithew™ is committed to providing accessible employment practices that comply with the Accessibility for Ontarians with Disabilities Act (AODA). 

Merrithew is committed to providing a barrier-free access workplace. If you need accommodation at any stage of your application, or want more information on our accommodation policies, please contact us "careers@merrithew.com [careers@merrithew.com]"

Merrithew™ is proud to be an Equal Opportunity Employer. Our organization respects and follows the letter and spirit of the Ontario Human Rights Code. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other code grounds.