Regional Customer Quality Manager Hitachi Energy

You as a Regional Customer Quality Manager (Open) will be part of Hitachi Energy business based in Dubai, UAE. You are defining and implementing actions to better serve our customers and improve the internal efficiency with an aim to ensure that customer complaints in the region are reordered, addressed, and resolved with customer satisfaction. Ensuring proper support is provided to critical business objectives by leveraging available resources and deploying best practices to improve customer loyalty through improved quality and lead time and efficiency. Supporting PGTR Organization to drive safety, operating efficiency, quality, and productivity in the entire value chain, to improve customer satisfaction and reduce operating costs in a safe working environment.

Your Responsibilities

• Monitoring and following up of Quality Incidents and customer complaints and its resolution process in MEA region.
• Equally involving in demand and supply side customer quality issues
• Engaging with FES/service teams, factory teams, and Hubs for issue resolution. Connecting with relevant people in the factory/organization who are needed for customer engagement and RCA
• Supporting FES/service teams to engage with the customer for discussion on issue resolution and technical explanations.
• Reviewing important RCAs report before submitting to the customer.
• CCRP status follow up on a regular basis and share the update with management.
• Escalating and seeking support from management as needed.
• Traveling to meet customers and to HE factories as needed.
• Supporting and initiating a systematic quality review process with Key, Strategic Accounts, and Strategic Segment customers.
• Defining Customer Complaint Handling Concept in alignment with BU and Hitachi Energy process
• Leading a strong customer focus attitude in deploying CCRP resolution process, define and implement a systematic Quality approach to continuously improve business practices and performance.
• Leading critical customers escalation process in Hub.
• Reviewing and scrutinizing the Quality Incidents and High Impact Complaints reports. Perform Pareto analyses and propose improvements.
• Collecting and evaluating on a regular basis KPI data suitable to assess the effectiveness of the Quality Systems
• Contributing to the development, execution, and implementation of the Customer-oriented improvement programs e.g. Ochibo-Hiroi, APQP, P-FMEA etc.
• Contributing to Hub Quality Improvement Plan implementation (execute Process FMEA, Risk and Reliability analyses as per need and focused on dedicated Segment, Product line, etc.).
• Supporting in establishing and development of Hub QMS to prevent quality errors from happening, this shall include learnings from quality issues reported in CCRP, NPS, TQI, NCRs, Test Failures, and COPQ
• Ensuring Knowledge transfer between the PGTR units and guarantee proper documentation.
• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your actions while caring for your colleagues and the business.

Your background

• A bachelor's degree in Electric Engineering.
• Minimum 15 years of experience in the transformer business in engineering, operations, Service, or Quality function.
• Strong customer-orientation as well as high motivation to bring improvements in Quality (Customer Focus & Quality).
• Leadership experience, clear passion in developing and changing self and others.
• Flexibility, around 30% travel requirement.
• Experience in working with teams with diverse geographical and cultural backgrounds.
• Good technical report writing skills.
• Proficiency in both spoken & written English language is required.