Director of Customer Quality - North America

H-E Parts; Earth City (MO); 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. This remote role involves leading quality investigations, coordinating with multiple teams, and enhancing customer satisfaction. Ideal candidates will have an engineering degree and significant experience in quality assurance, particularly in transformer manufacturing.

Qualifications

• At least 7 years of experience in quality assurance.
• Experience in transformer manufacturing is highly preferred.
• Must have work authorization to work in the United States.

Responsibilities

• Lead investigations into recurring and high-impact customer complaints.
• Standardize internal testing procedures for customer submissions.
• Drive root cause analysis and corrective actions addressing systemic issues.

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 crucial in resolving customer quality concerns effectively and establishing proactive communication to enhance customer satisfaction and competitive advantage.

Your responsibilities:

1. Lead investigations into recurring and high-impact customer complaints (CCRPs) and ensure effective resolution.
2. Coordinate and report on top quality issues, including customer communication and progress reporting on high-profile issues.
3. Standardize internal testing procedures, such as Dissolved Gas Analysis (DGA), for customer submissions and verify high-impact CCRPs.
4. Establish effective communication and relationships with customers and internal teams (Quality, Operations, Supply Chain, Engineering, Marketing & Sales), serving as the central point of 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 actions addressing systemic issues within and across factories to build customer confidence.
7. Support marketing and sales by coordinating customer briefings and presentations, ensuring a unified approach to problem resolution.

Your background:

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

Equal Employment Opportunity (EEO)

Hitachi Energy is committed to an inclusive environment and is proud to be an equal opportunity employer. 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 of your accommodation needs. This process is intended solely for applicants requiring accessibility assistance or accommodations. Messages for other purposes will not receive responses.