Director of Customer Quality - North America

H-E Parts; Charlotte (NC); Remote; USD 100,000 - 150,000; Full time

Job summary

A leading company in the energy sector is seeking a Director of Customer Quality to enhance customer satisfaction and resolve quality concerns. This remote position involves leading investigations into customer complaints, coordinating quality issues, and fostering effective communication across teams. Candidates should possess an engineering degree and significant experience in quality assurance, preferably in transformer manufacturing.

Qualifications

• At least 7 years of experience in quality assurance.
• Experience in transformer manufacturing is strongly preferred.

Responsibilities

• Lead investigations into customer complaints and ensure timely resolution.
• Coordinate and report on top quality issues.
• Establish effective communication with customers and internal teams.

Skills

Quality Assurance

Customer Communication

Root Cause Analysis

Data 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. The role is remote-based and reports to the Senior Director of Quality in North America. This key position will be instrumental in driving effective resolution of customer quality concerns and establishing proactive communication with customers to enhance customer satisfaction and provide Hitachi Energy a competitive advantage.

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) testing and reporting. Verify high-impact CCRPs and intervene 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 (e.g., data center customers, utility customers).
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 direct and systemic causes of customer issues, including data analysis and systemic root cause identification across factories.
7. Support Marketing & Sales by coordinating briefings and presentations with customers, ensuring a unified approach from factory to factory for problem resolution.

Your background:

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

Equal Employment Opportunity (EEO)

Hitachi Energy is committed to providing equal employment opportunities to females, minorities, protected veterans, and individuals with disabilities. Protected veterans and qualified individuals with disabilities may request reasonable accommodations during the application process by completing a general inquiry form on our website. Please include your contact information and details about your accommodation needs. This service is solely for applicants requiring accessibility assistance or accommodations. Messages for other purposes will not receive responses.