Director of Customer Quality - North America

Hitachi Energy; Houston (TX); Remote; USD 120,000 - 160,000; Full time

Job summary

Hitachi Energy is looking for a Director of Customer Quality to join their North American Power Grid - Transformer organization. This remote role will focus on resolving customer quality concerns and establishing proactive communication with customers, ensuring effective resolution and building customer confidence.

Qualifications

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

Responsibilities

• Lead investigations into recurring and high-impact customer complaints.
• Coordinate and report on top quality issues, facilitating follow-up.
• 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

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 key to driving effective resolution of customer quality concerns, establishing proactive communication with customers, and providing Hitachi Energy a competitive advantage.

Your responsibilities:

1. Lead investigations into recurring and high-impact customer complaints (CCRPs), ensuring effective and timely resolution.
2. Coordinate and report on top quality issues, facilitating follow-up, customer coordination, and communication on high-profile quality issues.
3. Standardize internal testing and analysis for customer submissions, such as Dissolved Gas Analysis (DGA), and verify High Impact CCRPs, intervening 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 consolidated action plans and unified strategies to address customer concerns.
6. Drive root cause analysis and corrective/preventive actions, ensuring systemic issues are addressed across factories to build customer confidence.
7. Support marketing and sales in coordinating briefings and presentations, promoting a unified approach to root cause analysis and problem resolution.

Your background:

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

Apply now