Director of Customer Quality - North America

Hitachi Energy; Atlanta (GA); Remote; USD 100,000 - 150,000; Full time

Job summary

Hitachi Energy is looking for a Director of Customer Quality to enhance customer satisfaction and drive resolution of quality concerns. This remote role involves leading investigations, coordinating quality issues, and establishing effective communication with customers and teams across multiple facilities.

Qualifications

• Minimum 7 years of experience in quality assurance.
• Experience in transformer manufacturing is strongly preferred.
• Legal work authorization to work in the U.S.

Responsibilities

• Lead investigations into customer complaints and ensure timely resolution.
• Coordinate quality issues and provide follow-up with customers.
• Establish effective communication with customers and internal teams.

Skills

Quality Assurance

Root Cause Analysis

Customer Communication

Project Coordination

Education

Engineering Degree

Job description

Hitachi Energy - Director of Customer Quality

Hitachi Energy is seeking a Director of Customer Quality within our North American Power Grid - Transformer (PGTR) organization. This remote-based role reports to the Senior Director of Quality in North America. The position is crucial for driving effective resolution of customer quality concerns, establishing proactive communication with customers, and enhancing customer satisfaction to provide Hitachi Energy with a competitive edge.

Your responsibilities:

1. Lead detailed investigations into recurring and high-impact customer complaints (CCRPs) and ensure effective and timely resolution.
2. Coordinate and report on top quality issues, providing follow-up, customer coordination, internal/external communication, and progress reporting on high-profile quality issues.
3. Standardize internal testing and analysis required for customer submissions, such as Dissolved Gas Analysis (DGA), and verify High Impact CCRPs with intervention on overdue CCRPs.
4. Establish effective communication and relationships with customers and internal teams (Quality, Operations, Supply Chain, Engineering, Marketing & Sales). Serve as the central point of contact for strategic customers across multiple facilities.
5. Coordinate activities within and between factories, presenting a consolidated action plan and unified strategy to address customer concerns.
6. Drive root cause analysis and corrective/preventive actions addressing both direct and systemic causes of customer issues, ensuring systemic root causes are identified and addressed across factories.
7. Support Marketing & Sales in coordinating briefings and presentations with customers to align factory approaches for root cause analysis and problem resolution.

Your background:

• Engineering degree with a minimum of 7 years of experience in quality assurance.
• Legal work authorization to work for Hitachi Energy in the United States.
• Experience in transformer manufacturing is strongly preferred.

Apply now