Director of Customer Quality - North America

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

Job summary

Hitachi Energy is looking for a Director of Customer Quality to enhance customer satisfaction and address quality concerns. This remote role involves leading investigations, coordinating with internal teams, and establishing effective communication with customers. The ideal candidate will have an engineering degree and extensive experience in quality assurance, particularly in transformer manufacturing.

Qualifications

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

Responsibilities

• Lead investigations into customer complaints and ensure timely resolution.
• Standardize testing and analysis for customer submissions.
• Drive root cause analysis and corrective actions for customer issues.

Skills

Quality Assurance

Root Cause Analysis

Customer Communication

Data 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 establishing proactive communication with customers to enhance customer satisfaction and provide Hitachi Energy with 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 customer submissions, 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). Act as the 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 direct causes of customer issues, perform data analyses, identify systemic root causes within and across factories, and implement actions to address systemic issues.
7. Collaborate with Marketing & Sales to coordinate briefings and presentations with customers, ensuring a consistent approach from factory to factory for root cause analysis and problem resolution.

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

Hitachi Energy is an Equal Opportunity Employer. We welcome applications from females, minorities, protected veterans, and individuals with disabilities. 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 about your required accommodation.

This accommodation request is specifically for applicants with disabilities requiring accessibility assistance. Messages for other purposes will not be responded to.