Director of Customer Quality - North America

H-E Parts; Houston (TX); 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 address quality concerns. This remote role involves leading investigations into customer complaints, coordinating quality issues, and establishing strong relationships with customers and internal teams. The ideal candidate will have an engineering degree and substantial experience in quality assurance, particularly in transformer manufacturing.

Qualifications

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

Responsibilities

• Lead investigations into customer complaints and ensure resolution.
• Standardize internal testing and reporting to customers.
• Coordinate 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 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

Equal Employment Opportunity (EEO)-Females/Minorities/Protected Veterans/Individuals with Disabilities

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