Customer Quality Engineer - Engines

We’re not just another bike brand - we're an iconic, British motorcycle brand with over 120 years of history behind us. Our new state-of-the-art facilities in Solihull, West Midlands are home to a tight-knit, but ever-expanding team that's passionate about delivering exquisite riding experiences to our customers.

Under new ownership and proud to be part of the TVS Motor family, we're entering a new era of global success. And we want you to be a part of it!

At Norton, we value respect, trust, and responsibility. We trust our employees to execute their roles exceptionally and professionally, and we value personal development, teaching, and learning. When you join our team, you'll have the opportunity to grow and learn alongside some of the most talented and dedicated people in the business.

So if you're passionate about motorcycles and looking to join a team that's shaping the future of this legendary brand, we'd love to hear from you!

The Role

The Customer Quality Engineer – Engines is responsible for the investigation, resolution and prevention of customer-facing engine and powertrain quality concerns.

Acting as the technical link between customers, dealers, Aftersales, Powertrain Engineering, Manufacturing and Supplier Quality, the role will lead the containment and root cause investigation of engine-related field issues. This includes mechanical, lubrication, cooling, combustion, starting, performance, durability and engine-management concerns.

The successful candidate will use field data, warranty information, diagnostic evidence, vehicle testing and physical component analysis to identify emerging issues and drive robust corrective and preventive actions.

Key Responsibilities

• Act as the Customer Quality technical specialist for engine and powertrain-related field concerns.

• Investigate engine issues reported by customers, dealers, regional teams and field service personnel.

• Lead the containment, root cause analysis and permanent resolution of engine-related customer concerns.

• Conduct or coordinate vehicle inspections, engine testing, component strip-downs and failure analysis.

• Analyse concerns relating to:

  • Engine mechanical systems

  • Lubrication and oil-pressure systems

  • Cooling systems and overheating

  • Starting and hot-start performance

  • Combustion, fuelling and ignition

  • Engine noise, vibration and harshness

  • Oil, coolant and fuel leaks

  • Engine performance and durability

  • Engine-management and associated control systems

• Review diagnostic data, test results, warranty claims, returned parts and customer descriptions to identify failure patterns

• Work with Powertrain Engineering, Manufacturing Engineering, Supplier Quality and Production to establish root cause and corrective action

• Lead structured problem-solving activity using 8D, fault-tree analysis, 5 Why and other appropriate quality tools

• Define immediate containment and interim repair strategies for dealers and customers

• Support the development and validation of permanent production and service fixes

• Monitor the effectiveness of corrective actions through warranty, field and vehicle-quality data

• Support returned-part analysis and ensure that representative failed components are retained and investigated

• Provide technical guidance, diagnostic support and training to dealers and service teams

• Support new product launches by identifying engine-related customer risks and ensuring appropriate launch controls are in place

• Produce clear technical reports and communicate engine-related quality risks to senior management

• Support safety, compliance or escalation investigations where an engine-related concern may create a customer or regulatory risk

Skills & Experience

• Degree, apprenticeship or equivalent experience in Mechanical, Automotive, Powertrain or Manufacturing Engineering

• Strong practical and theoretical understanding of internal-combustion engines and associated motorcycle or automotive systems

• Experience in an engine-development, powertrain-quality, field-quality, warranty, diagnostic or failure-analysis role

• Strong knowledge of engine lubrication, cooling, combustion, fuelling, ignition and mechanical systems

• Experience of engine strip-down, component inspection and physical failure analysis

• Ability to interpret diagnostic data, test results, engineering drawings and technical specifications

• Strong knowledge of structured problem-solving and quality tools, including 8D, FMEA, APQP and PPAP

• Strong analytical skills and the ability to differentiate root cause from secondary damage

• Confident communicator, capable of explaining complex technical issues to both technical and non-technical stakeholders

• Customer-focused, with a strong sense of urgency and ownership

• Motorcycle or automotive industry experience is strongly preferred

• Willingness to travel to dealers, suppliers or customer locations when required
  

Rewards of working for Norton:

We like to take care of our Nortoneers and we think we offer some pretty decent rewards. Here's what you'll get when you join the team:

• Competitive salary package that recognises your skills and experience

• 33 days of holiday (inc. Bank Hols) to relax and recharge

• Generous pension scheme that sets you up for the future, with access to personalised advice.

• Private Medical Insurance and a Cash Back Programme to keep you feeling your best

• Life insurance (4x salary) because we've got your back no matter what

• FREE fruit, got to have your five-a-day!

• WeCare Employee Assistance Programme, which includes access to online GP services, dietary advice, mental health support, bereavement counselling, and a fitness programme

• Experience the thrill of an entrepreneurial environment within a larger, well-funded company with ambitious long-term goals.

• Elevate your career with our Ideas for Excellence scheme, where every brilliant idea is not just valued, but also rewarded!

• A diverse and international team that brings together different perspectives, backgrounds, and experiences.

• Join the fun with our twice-yearly employee events, payday socials, and loads of exciting activities in between!

• Want to go green? You can enjoy free electric bicycle hire

• Plus, no need to stress about finding a parking spot - we've got on-site free parking covered and FREE electric charge points.

We know how important it is to take care of our team, and we're committed to continually improving our reward offering in line with the business growth plan.

Join us and see for yourself!

PLEASE NOTE, WE DO NOT ACCEPT AGENCY APPLICATIONS