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The opportunity

The Customer Quality Management Professional is responsible for overseeing the Factory .Quality Customer Care process. The primary objective is to enhance customer satisfaction and ensure compliance with quality standards. The role drives continuous improvement initiatives 
and requires collaboration with cross-functional teams to manage and resolve customer complaints.

How you'll make an impact

• Quality Improvement Plan: Ensure that Customer Care processes such as CCRP and-NPS are incorporated into the Factory Quality Improvement Plan. 

• Responsibilities include clearly communicating and delegating all related objectives and tasks to relevant organizational teams.

• Customer Satisfaction: Collect customer needs and expectations related to specific quality incidents. Ensure this information is clearly communicated to the relevant teams within the factory.

• Quality Management System: Oversee the and operation of the customer Care process in the Factory. Implement the BU Customer Care framework, which includes procedures, tools, customer complaint resolution, and feedback analysis.

• Ensure full integration with the Factory Quality Management System and compliance with global standards such as ISO 9001 and specific customer requirements. Facilitate seamless cooperation with customers through the global 

• Customer Claims Management and Issue Resolution: Manage and analyze all internal and external customer complaints to identify root causes, following global procedures. Ensure timely communication of issue resolution and corrective actions, providing a positive customer experience that builds long-term trust and loyalty.

• Oversee documentation and involve relevant internal and external experts as needed.

• Continuous Improvement: Drive the continuous enhancement of the Factory Customer Care process. Ensure the Factory Quality Management System systematically integrates all aspects of Customer Care, including identification, documentation, and incorporation of lessons learned from the analysis of customer complaints.

• Quality Performance Measurement and Reporting: Ensure regular measurement, monitoring, and reporting of Customer Care performance to senior management.

• Act as the quality liaison between customers, the Factory, and all relevant parties throughout the customer incident resolution process.

• Competency Development: Ensure that factory employees possess the necessary knowledge, competencies, and skills to execute the Customer Care processand within their areas of responsibility.

• You will be ensuring compliance with applicable external and internal regulations, procedures, and guidelines.

• 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 Electrical / Mechanical Engineering, Quality Management, or a related field is required.

• 10 to 15 years’ experience in quality management, customer care, or a related role.

• Certified Six Sigma Green Belt (or equivalent certification), demonstrating expertise in process improvement methodologies and quality management principles.

• Excellent communication skills for effective interaction with customers and cross-functional teams.

• Ability to manage multiple tasks and projects simultaneously with a focus on customer satisfaction and quality outcomes.

• Ability to foster a culture of quality awareness and accountability, promoting employee engagement and commitment to customer care excellence.

• Proficiency in both spoken & written English language is required

Qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.

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