Director of Customer Quality - North America

H-E Parts; Atlanta (GA); Remote; USD 100,000 - 150,000; Full time

Job summary

A leading company in the power grid sector is seeking a Director of Customer Quality to enhance customer satisfaction and resolve quality concerns. The role involves leading investigations into complaints, coordinating quality issues, and establishing communication with customers and internal teams. Candidates should have an engineering degree and significant experience in quality assurance, ideally within transformer manufacturing.

Qualifications

• At least 7 years of experience in quality assurance.
• Experience in transformer manufacturing is strongly preferred.
• Must have existing work authorization to work for Hitachi Energy in the U.S.

Responsibilities

• Lead investigations into recurring and high-impact customer complaints.
• Coordinate and report on top quality issues and ensure effective communication.
• Drive root cause analysis and corrective actions across factories.

Skills

Quality Assurance

Customer Communication

Root Cause Analysis

Education

Engineering Degree

Job description

Location:

Raleigh, North Carolina, United States

Job ID:

R0091999

Date Posted:

2025-05-23

Company Name:

HITACHI ENERGY USA INC

Profession (Job Category):

Quality Management

Job Schedule:

Full time

Remote:

Yes

Job Description:

Hitachi Energy is seeking a Director of Customer Quality within our North American Power Grid – Transformer (PGTR) organization. This role is remote-based and reports to the Senior Director of Quality in North America. The position is key in resolving customer quality concerns effectively, establishing proactive communication with customers to enhance satisfaction, and providing Hitachi Energy a competitive edge.

Your responsibilities:

1. Lead investigations into recurring and high-impact customer complaints (CCRPs) with effective and timely resolutions.
2. Coordinate and report on top quality issues, including customer communication, follow-up, and progress reporting on high-profile quality concerns.
3. Standardize internal testing and analysis, such as Dissolved Gas Analysis (DGA), and verify high-impact CCRPs, intervening on overdue cases.
4. Establish effective communication and relationships with customers and internal teams (Quality, Operations, Supply Chain, Engineering, Marketing & Sales), serving as the central quality contact for strategic customers across multiple facilities.
5. Coordinate activities within and between factories, presenting consolidated action plans and strategies to address customer concerns.
6. Drive root cause analysis and corrective/preventive actions addressing both direct and systemic causes, across factories, to build customer confidence.
7. Support Marketing & Sales in coordinating briefings and presentations with customers, ensuring a unified approach to root cause analysis and problem resolution.

Your background:

• Engineering degree and at least 7 years of experience in quality assurance.
• Must have existing work authorization to work for Hitachi Energy in the U.S.
• Experience in transformer manufacturing is strongly preferred.

Equal Employment Opportunity (EEO)

Hitachi Energy provides equal employment opportunities to females, minorities, protected veterans, and individuals with disabilities. Qualified individuals with disabilities may request reasonable accommodations during the application process by completing a general inquiry form on our website. Include your contact details and specific accommodation needs. This service is available solely for accessibility assistance during job applications. Messages for other purposes will not be responded to.