Regional Customer Quality Manager

Hitachi Vantara Corporation; Petaling Jaya; On-site; MYR 120,000 - 160,000; Full time

Job summary

A global technology company is seeking a Regional Customer Quality Manager to lead customer quality management across the South Asia region. The ideal candidate will have a degree in Engineering or Quality Management, at least 8 years of relevant experience, and strong analytical skills. Responsibilities include driving complaint resolution and enhancing customer satisfaction while collaborating with various teams. Competitive benefits and a supportive work environment are offered.

Benefits

Employer-sponsored medical plan

Employer provident fund (EPF)

Insurance coverage (Life, Accident, Travel)

Comprehensive leave programs

Qualifications

• Minimum of 8 years of experience in engineering or quality management.
• Fluent in written and spoken English.
• Ability to drive employee engagement and commitment to quality excellence.

Responsibilities

• Lead customer quality management across the South Asia region.
• Collaborate with service teams for complaint resolution.
• Analyze KPIs and feedback to enhance customer satisfaction.
• Conduct regular reviews of key customer quality issues.
• Ensure compliance with internal regulations and guidelines.

Skills

Analytical skills

Problem-solving skills

Communication skills

Interpersonal skills

Quality awareness

Education

Degree in Engineering or Quality Management

Job description

Overview

Through our innovative and diverse Transformers team and pioneering technology, we transform energy to add social, environmental and economic value – enabling a sustainable energy future for today's generations and those to come. Hitachi Energy offers a complete range of power transformers, traction transformers, insulation and components, digital sensors and transformer services. Our transformers have a global sales network spanning about 100 countries across applications for power generation, transmission and distribution, metals and mining, oil and gas, commercial and infrastructure projects, and mobility. With increasing complexity in the grid, our transformers are also increasingly used for improving power quality and network management. We introduced the TXpert ecosystem launching the next level for digitalization of transformers.

Role: Regional Customer Quality Manager, you will lead customer quality management across the South Asia (SAS) region, driving complaint resolution, root cause analysis, and continuous improvement. Collaborate with service teams and factories, engage strategic accounts, and define quality frameworks. Analyze KPIs and feedback to enhance customer satisfaction, escalate critical issues, and represent the HUB in quality governance.

How you will make an impact:

• You will lead the management of customer complaints across SAS region in the HUB, engaging with FES/service teams and factory teams of supply Hubs for issue resolution, and connecting with relevant people in the factory/organization for customer engagement and RCA.

• You will support FES/service teams to engage with customers for discussion on issue resolution and technical explanations, review important RCA reports before submitting to customers, and CCRP status follow-up on a regular basis, sharing updates with management.

• You will escalate and seek support from management as needed, travel to meet customers and to HE factories as required. You will support and initiate systematic quality review processes with Key, Strategic Accounts and Strategic Segment customers, defining a Customer Complaint Handling Concept in alignment with BU and Hitachi Energy processes.

• You will lead a strong customer focus attitude in deploying CCRP resolution processes, define and implement a systematic quality approach to continuously improve business practices and performance, and lead to critical customer escalation processes in the HUB.

• You will review and scrutinize the Quality Incidents and High Impact Complaints reports, perform Pareto analyses and propose improvements, collect and evaluate KPI data to assess the effectiveness of the Quality Systems, and analyze customer feedback and trends to identify corrective actions.

• You will define and maintain the Customer Care framework in alignment with global standards, establish and monitor key customer care performance indicators (KPIs), conduct regular reviews of major customers and quality issues with regional management. You will drive continuous improvement initiatives based on lessons learned from complaints, oversee deployment and analysis of customer satisfaction surveys, facilitate knowledge transfer and share best practices within the HUB, and represent the HUB in relevant quality governance meetings.

• You will be responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.

• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background

• Degree in Engineering, Quality Management, or a related field.
• Minimum of 8 years of experience in engineering, operations, project management, sales, service, quality management or customer care, preferably in transformer business.
• Strong analytical and problem-solving skills to identify issues and develop effective solutions.
• Excellent communication and interpersonal skills for cross-functional collaboration and stakeholder engagement.
• Ability to foster a culture of quality awareness and accountability, driving employee engagement and commitment to customer care excellence.
• Fluent written and spoken English with excellent communication and negotiation skills.

More about us:

We pride ourselves on offering a holistic range of competitive benefit programs to support your financial, physical and mental wellbeing and personal development. We want you to truly thrive with us – in work and out.

For this role, depending on grade and experience, we offer the following employee benefits (subject to the respective plan rules):

• Employer-sponsored medical plan (inc. dental care)
• Employer provident fund (EPF) – employer and employee
• Group Term Life insurance, Group Personal Accident insurance, Group Business Travel insurance
• Hospitalization Insurance
• Leave programs (Annual leave, medical leave, Hospitalization leave, Exam leave, etc.)

*Benefits are subject to the respective plan rules.

We can provide more information during the recruitment process.

Accessibility

Qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.

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