Customer Quality Engineer

Hitachi•Hunker, PA

23h•Onsite

About The Position

Join Hitachi Energy as a Customer Quality Engineer and play a pivotal role in support and analysis of customer failures and identification of improvement opportunities. You will interact with all levels from senior management to the shop floor and bring the voice of the customer into the organization. You’ll collaborate across teams, inspire a culture of continuous improvement, and ensure our products and processes meet the highest standards. This is your chance to make a meaningful impact on a global organization committed to sustainability and innovation. For our team, helping customers all over the world to ensure a successful transition to a de-carbonized economy, by improving the efficiency and resilience of the electrical grid, saving resources and reducing carbon emissions gives our work a powerful sense of purpose. Understanding the full potential of our technology and how it supports our customer needs is highly rewarding. In addition, by staying close to our customers and listening to their needs, we deliver products, services and solutions of the highest quality. In our organization, we take ownership in continuously improving our products and processes – inspiring us to collaborate towards making a real impact in what we do. If you have experience in quality management, project management, product development or engineering in the high voltage sector, apply today and join our team.

Requirements

Bachelor’s degree in technical field (or associate’s degree with appropriate experience).
Background in quality function, engineering, manufacturing, product development, or project management.
Ability / experience communicating and resolving complex customer issues.
Proficiency with multiple computer systems such as MS Office, SAP, SharePoint.
Fluent English skills.
Good communication and cultural sensitivity.
Willingness to travel if needed (max. 10%).

Nice To Haves

Knowledge of high voltage products or electrical power systems.
Any other language are beneficial but not required.
Experience in quality management and / or project management will be considered a plus.

Responsibilities

Lead root cause analysis of failures on High Voltage Products and methodical problem-solving efforts for the Non-conformances reported by internal or external customers.
Coordinate customer complaints and ensure a fast and sustainable solution to customer issues.
Provides reporting proactively on a regular basis to the customers and to the stakeholders about the status of the RCA, containment/correction, corrective and preventive actions.
Adheres to the KPIs and timelines that are defined by the Customer Care Response Process (CCRP) and ensures that the targets are met.
Provides relevant data analysis to evaluate the performance of issue resolution process in terms of speed and customer satisfaction.
Actively participates in identifying lessons learned from customer quality incidents and non-conformance reports.
Document these lessons within the data system specified by the BU QMS, including root causes, corrective and preventive actions.
Provide technical support for and / or coordinate on-site investigations.
Identify improvements and drive the implementation, guide and instruct Operations team regarding customer's feedback and expectations on product/system/service quality by analyzing the field failures and historical events.
Prepare method statements for troubleshooting cases.