Director of Customer Quality - North America

Hitachi ABB Power Grids; 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 focuses on resolving customer quality concerns and enhancing communication to ensure customer satisfaction. The ideal candidate will have an engineering degree and extensive experience in quality assurance, particularly in transformer manufacturing.

Qualifications

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

Responsibilities

• Lead investigations into customer complaints and ensure timely resolution.
• Coordinate communication on quality issues with customers and internal teams.
• Perform root cause analysis and drive corrective actions.

Skills

Quality Assurance

Customer Communication

Data Analysis

Education

Engineering Degree

Job description

Director of Customer Quality - North America

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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

Location Raleigh, North Carolina, United States of America;
Atlanta, Georgia, United States of America;
Charlotte, North Carolina, United States of America;
Earth City, Missouri, United States of America;
Houston, Texas, United States of America;
Nashville, Tennessee, United States of America

Job type Full time

Experience Experienced

Job function Quality Management

Contract Regular

Publication date 2025-05-23

Reference number R0091999

About Hitachi Energy

Hitachi Energy is a global technology leader that is advancing a sustainable energy future for all. We serve customers in the utility, industry and infrastructure sectors with innovative solutions and services across the value chain. Together with customers and partners, we pioneer technologies and enable the digital transformation required to accelerate the energy transition towards a carbon-neutral future.

We employ around 45,000 people in 90 countries who each day work with purpose and use their different backgrounds to challenge the status quo. We welcome you to apply today and be part of a global team that appreciates a simple truth: Diversity + Collaboration = Great Innovation.
www.hitachienergy.com

Hitachi Energy is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. We welcome you to apply and want you to know that all qualified applicants will receive consideration for employment without regard to race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, protected veterans' status or any other legally protected characteristic. For more information regarding your EEO rights as an applicant, please visit the following websites here and here . Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by calling a Hitachi Energy HR Representative at 1-888-504-2007 or by sending an email to: [e-mail] . Resumes and applications will not be accepted in this manner.