Director of Customer Quality - North America

Hitachi Vantara Corporation; Houston (TX); Remote; USD 100,000 - 150,000; Full time

Job summary

Hitachi Energy is looking for a Director of Customer Quality to enhance customer satisfaction within the North American Power Grid – Transformer organization. This remote role involves leading quality investigations, coordinating with customers and internal teams, and driving root cause analysis to resolve quality issues effectively.

Qualifications

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

Responsibilities

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

Skills

Quality Assurance

Customer Communication

Root Cause Analysis

Education

Engineering Degree

Job description

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:

1. Lead detailed investigations into recurring and High-Impact customer complaints (CCRPs) and ensure effective and timely resolution.
2. Coordinate and report on Top Quality Issues, providing follow-up, customer coordination, internal/external communication, and progress reporting on high-profile quality issues.
3. Standardize internal testing and analysis required for submission to customers, such as Dissolved Gas Analysis (DGA) testing and reporting. Verify High Impact CCRPs and intervene on overdue CCRPs.
4. Establish effective communication and relationships with Customers and internal teams (Quality, Operations, Supply Chain, Engineering, Marketing & Sales), serving as the Quality central point-of-contact for strategic customers across multiple facilities (e.g., data center customers, utility customers).
5. Coordinate activities within and between factories, presenting a consolidated action plan and unified strategy to address customer concerns.
6. Drive root cause analysis and corrective/preventive actions addressing both direct and systemic causes, ensuring actions build customer confidence.
7. Support Marketing & Sales in coordinating briefings and presentations with customers, promoting a consistent 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.
• Must have work authorization to work for Hitachi Energy in the United States.
• Experience in transformer manufacturing is strongly preferred.

Equal Employment Opportunity

We are committed to providing equal employment opportunities to Females/Minorities/Protected Veterans/Individuals with Disabilities. Protected veterans and qualified individuals with a disability may request a reasonable accommodation if needed to access the Hitachi Energy career site or during the application process. Please complete a general inquiry form on our website, including your contact information and details about your accommodation needs.