Description
The opportunity:
Through our innovative and diverse Transformers team and pioneering technology, we transform energy to add social, environmental and economic value – enabling a sustainable energy future for today's generations and those to come. Hitachi Energy offers a complete range of power transformers, traction transformers, insulation and components, digital sensors and transformer services. Our transformers have a global sales network of about 100 countries spanning applications for power generation, transmission and distribution, metals and mining, oil and gas, commercial and infrastructure projects, and mobility. With increasing complexity in the grid, our transformers are also increasingly used for improving power quality and network management. We introduced our TXpert™ Ecosystem launching the next level for digitalization of transformers.
As a Regional Customer Quality Manager, you will lead customer quality management across the Sout Asia (SAS) region, driving complaint resolution, root cause analysis, and continuous improvement. Collaborate with service teams and factories, engage strategic accounts, and define quality frameworks. Analyze KPIs and feedback to enhance customer satisfaction, escalate critical issues, and represent the HUB in quality governance.
How you will make an impact:
You will lead the management of customer complaints across SAS region in the HUB, engage with FES/service teams, factory teams of supply Hubs for issue resolution, connect with relevant people in the factory/organization who are needed for customer engagement and RCA.
You will support FES/service teams to engage with customers for discussion on issue resolution and technical explanations, review important RCAs report before submitting to customers and CCRP status follow-up on regular basis and share the update with management.
You will escalate and seek support from management as needed, travel to meet customers and to HE factories as needed. You will support and initiate systematic quality review process with Key, Strategic Accounts and Strategic Segment customers, defining Customer Complaint Handling Concept in alignment to BU and Hitachi Energy process
You will lead a strong customer focus attitude in deploying CCRP resolution process, define and implement a systematic Quality approach to continuously improve business practices and performance, lead to critical customers escalation process in Hub.
You will review and scrutinize the Quality Incidents and High Impact Complaints reports, perform Pareto analyses and propose improvements, collect and evaluate on a regular basis KPI data suitable to assess the effectiveness of the Quality Systems, analyze customer feedback and trends to identify corrective actions.
You will define and maintain the Customer Care framework in alignment with global standards, establish and monitor key customer care performance indicators (KPIs), conduct regular reviews of major customers and quality issues with regional management. You will drive continuous improvement initiatives based on lessons learned from complaints, oversee deployment and analysis of customer satisfaction surveys, facilitate knowledge transfer and share best practices within the HUB, represent the HUB in relevant quality governance meetings.
You will be responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.
Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.
Your background:
Degree in Engineering, Quality Management, or a related field.
Minimum of 8 years of experience in engineering, operations, Project Management, Sales, Service, quality management or customer care, preferably in transformer business.
Strong analytical and problem-solving skills to identify issues and develop effective solutions.
Excellent communication and interpersonal skills for cross-functional collaboration and stakeholder engagement.
Ability to foster a culture of quality awareness and accountability, driving employee engagement and commitment to customer care excellence.
Fluent written and spoken English matched with excellent communication and negotiation skills.
More about us:
We pride ourselves on offering a holistic range of competitive benefit programs to support your financial, physical and mental wellbeing and personal development. We want you to truly thrive with us – in work and out.
For this role, depending on grade and experience, we offer the following employee benefits (subject to the respective plan rules):
Employer-sponsored medical plan (inc. dental care)
Employer provident fund (EPF) – employer and employee
Group Term Life insurance, Group Personal Accident insurance, Group Business Travel insurance
Hospitalization Insurance
Leave programs (Annual leave, medical leave, Hospitalization leave, Exam leave etc.)
- Benefits are subject to the respective plan rules.
We can provide more information during the recruitment process.