Director of Customer Quality - North America

Hitachi Vantara Corporation; Raleigh (NC); Remote; USD 100,000 - 150,000; Full time

Job summary

A leading company in the power grid sector is seeking a Director of Customer Quality to enhance customer satisfaction and drive quality improvements. This remote-based role involves leading investigations into customer complaints, coordinating quality issues, and establishing effective communication with customers and internal teams. The ideal candidate will have an engineering degree and extensive experience in quality assurance, particularly in transformer manufacturing.

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 customer complaints and ensure timely resolution.
• Coordinate and report on top quality issues.
• Drive root cause analysis and corrective actions.

Skills

Quality Assurance

Customer Communication

Root Cause Analysis

Education

Engineering degree

Job description

Job Title: Director of Customer Quality

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 satisfaction and provide Hitachi Energy a competitive advantage.

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, communication, and progress reports on high-profile quality issues.
3. Standardize internal testing and analysis required for customer submissions, such as Dissolved Gas Analysis (DGA), and verify High Impact CCRPs, intervening on overdue CCRPs.
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 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 and systemic issues within and across factories, building customer confidence.
7. Support Marketing & Sales in coordinating briefings and presentations with customers to align on root cause analysis and problem resolution strategies.

Qualifications:

• Engineering degree with 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

Hitachi Energy is an equal opportunity employer. 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 accommodation needs.

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