Director of Customer Quality - North America

Hitachi Energy; Nashville (TN); Remote; USD 100,000 - 150,000; Full time

Job summary

Hitachi Energy is seeking a Director of Customer Quality for its North American Power Grid organization. This remote role involves leading quality investigations, coordinating customer communications, and driving improvements across multiple facilities to enhance customer satisfaction and operational efficiency.

Qualifications

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

Responsibilities

• Lead investigations into customer complaints and ensure timely resolutions.
• Coordinate and report on quality issues and customer communication.
• Drive root cause analysis and corrective actions.

Skills

Quality Assurance

Root Cause Analysis

Customer Communication

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

Your responsibilities:

1. Lead investigations into recurring and high-impact customer complaints (CCRPs), ensuring effective and timely resolutions.
2. Coordinate and report on top quality issues, providing follow-up, customer coordination, and internal/external communication, including progress reports on high-profile quality issues.
3. Standardize internal testing and analysis, such as Dissolved Gas Analysis (DGA), for customer submissions, and verify high-impact CCRPs and overdue CCRPs interventions.
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 across factories, presenting consolidated action plans and strategies to address customer concerns.
6. Drive root cause analysis and corrective/preventive actions addressing direct and systemic causes within and across factories, to build customer confidence.
7. Support marketing and sales by coordinating briefings and presentations, ensuring a unified 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 in the United States for Hitachi Energy.
• Experience in transformer manufacturing is strongly preferred.

Apply now