Director of Customer Quality - North America

Hitachi Energy; Earth City (MO); On-site; USD 100,000 - 150,000; Full time

Job summary

Hitachi Energy is looking for a Director of Customer Quality to lead efforts in resolving customer quality concerns within the North American Power Grid - Transformer organization. This remote role requires an engineering degree and at least 7 years of quality assurance experience, focusing on proactive customer communication and effective resolution strategies.

Qualifications

• Minimum 7 years of experience in quality assurance.
• Experience in transformer manufacturing strongly preferred.
• Must have work authorization for the U.S.

Responsibilities

• Lead investigations into customer complaints and ensure timely resolution.
• Coordinate and report on Top Quality Issues.
• Establish communication with customers and internal organizations.

Skills

Quality Assurance

Root Cause Analysis

Customer Communication

Data Analysis

Education

Engineering Degree

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 in establishing proactive communication with customers to drive customer satisfaction and provide Hitachi Energy a competitive advantage.

Your responsibilities:
* Lead detailed investigations into recurring and High-Impact customer complaints (CCRPs) and ensure effective and timely resolution
* Coordinate and report on Top Quality Issues and provide follow-up, customer coordination, internal/external communication and progress-reporting on high-profile quality issues
* Standardize internal testing and analysis required for submission to customers, such as Dissolved Gas Analysis (DGA) testing and reporting to customers. Provide verification of High Impact CCRPs and intervention on
overdue CCRPs
* Establish effective communication and relationships with Customers and internal organizations (Quality, Operations, Supply Chain, Engineering, Marketing & Sales, etc.) and be the Quality central point-of-contact for strategic customers spanning multiple facilities (e.g. data center customers, utility customers, etc.).
* Coordinate activities within and between factories as needed and present a consolidated action plan and unified strategy to address customer concerns.
* Ensure that we drive and present not only root cause analysis and corrective/preventive actions to address direct causes of customer issues, but that we perform appropriate data analyses, identify systemic root causes (both within and across factories) and that we drive actions that give customers the confidence that we are addressing the systemic root causes.
* In conjunction with and in support of Marketing & Sales, coordinate briefings and presentations as needed with customers to present a common approach from factory to factory for root cause analysis and problem resolution.

Your background
* Engineering degree and minimum 7 years of experience in quality assurance.
* Candidate must already have work authorization that would permit them to work for Hitachi Energy in the United States
* Experience in transformer manufacturing strongly preferred

Apply now