Director of Customer Quality - North America

Hitachi Energy; 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-based role involves leading investigations, coordinating quality issues, and establishing strong communication with customers and internal teams. Candidates should have an engineering degree and significant experience in quality assurance, preferably in transformer manufacturing.

Qualifications

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

Responsibilities

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

Skills

Quality Assurance

Root Cause Analysis

Customer Communication

Problem Resolution

Education

Engineering degree

Job description

Hitachi Energy - Director of Customer Quality (North America)

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 in resolving customer quality concerns effectively, establishing proactive communication, and enhancing customer satisfaction to maintain a competitive edge.

Your responsibilities:

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

Your background:

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

Apply now