Director of Customer Quality - North America

H-E Parts; Nashville (TN); 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 resolve quality concerns. This remote position requires an engineering degree and significant experience in quality assurance, particularly in transformer manufacturing. The role involves leading investigations, coordinating quality issues, and establishing effective communication with customers and internal teams.

Qualifications

• At least 7 years of experience in quality assurance.
• Experience in transformer manufacturing is strongly preferred.
• Must have work authorization to work in the United States.

Responsibilities

• Lead investigations into recurring and high-impact customer complaints.
• Coordinate and report on top quality issues, including customer communication.
• Drive root cause analysis and corrective actions.

Skills

Quality Assurance

Root Cause Analysis

Customer Communication

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. This role is remote-based and reports to the Senior Director of Quality in North America. The position is key in resolving customer quality concerns effectively, establishing proactive communication to enhance customer satisfaction, and providing Hitachi Energy a competitive advantage.

Your responsibilities:

1. Lead investigations into recurring and high-impact customer complaints (CCRPs) ensuring effective and timely resolution.
2. Coordinate and report on top quality issues, including customer communication and follow-up on high-profile quality concerns.
3. Standardize testing and analysis procedures such as Dissolved Gas Analysis (DGA) for customer reports and verify high-impact CCRPs.
4. Establish effective communication channels with customers and internal teams (Quality, Operations, Supply Chain, Engineering, Marketing & Sales). Serve as the central quality 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 actions, focusing on systemic issues within and across factories to build customer confidence.
7. Support Marketing & Sales in customer briefings and presentations to ensure a unified approach to root cause analysis and problem resolution.

Your background:

• An engineering degree and at least 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.

Equal Employment Opportunity (EEO)

Hitachi Energy is committed to an inclusive workplace and is an equal opportunity employer. Protected veterans and individuals with disabilities may request reasonable accommodations during the application process by completing a general inquiry form on our website, including your contact information and accommodation needs. This request is solely for accessibility assistance during the job application process.