Job Summary
We are seeking a highly motivated individual with considerable experience in managing customer quality in a high-tech manufacturing organisation. The ideal candidate will be hands-on, comfortable with ambiguity and able to manage multiple projects and stakeholders simultaneously.Working across our entire supply chain in a technically challenging, fast paced environment, you will ensure the readiness of our global supply chain to ramp successfully as we develop and manufacture the world’s most advanced AI systems and services.
The Team
The Graphcore Quality Team delivers outstanding customer experience and champions sustainable excellence throughout Graphcore. We are responsible for customer, supply chain and product quality, as well as organisational compliance, governance and assurance. You will be joining a diverse team of experts in these domains based in our Bristol, Cambridge (UK) and Hsinchu (Taiwan) offices.
Responsibilities and Duties
- Lead and build a high-performing team of customer quality engineers supporting top-tier AI data centre customers.
- Own the end-to-end customer quality experience including error resolution, Return Merchandise Authorizations (RMAs), returns, and repair processes.
- Conduct and oversee detailed failure analysis and drive structured problem-solving using 8D and other industry-standard methodologies.
- Act as a critical interface between OEM/ODM suppliers and end customers to ensure rapid resolution of quality issues and proactive quality improvements.
- Deliver clear, timely, and technically rigorous quality reports and updates to internal stakeholders and external partners.
- Implement and maintain robust quality processes tailored to the unique challenges of AI data centres.
- Collaborate across engineering, manufacturing, and field teams to drive root cause identification, corrective actions, and continuous improvement.
- Monitor and analyze customer quality data to identify trends and systemic issues, and drive preventative actions.
- Champion a culture of urgency, clarity, and technical excellence in all quality-related activities.
Candidate Profile
Essential:
- Bachelor’s or Master’s degree in Electrical Engineering, Mechanical Engineering, Computer Engineering, or a related field.
- Strong technical background in electronics or computer engineering, with deep understanding of data centre hardware.
- Proven experience in a quality or engineering role supporting data centre environments, particularly with OEMs and ODMs.
- Demonstrated leadership experience building or managing technical teams.
- Hands-on experience with customer-facing quality processes, including RMA, failure analysis, and repair operations.
- Expertise in 8D, root cause analysis, and quality improvement methodologies.
- Excellent problem-solving skills, capable of working in high-pressure and ambiguous situations.
- Outstanding communication and collaboration skills, with the ability to interface confidently and with gravitas with senior stakeholders.
- Strong sense of urgency and clarity in execution and reporting
Desirable:
- Experience supporting hyperscale or AI-specific data centre customers.
- Familiarity with manufacturing processes and supplier quality engineering.
- Exposure to high-availability systems and enterprise-grade service standards.
- Background in working with cross-cultural, global engineering teams.
- Six Sigma certification or formal training in lean quality tools.
