Customer Quality RCA & Improvement Program Manager

Mitsubishi Heavy Industries, Ltd.•Orlando, FL

12d

About The Position

The Customer Quality, RCA & Continuous Improvement Program Manager is responsible for maintaining and improving customer satisfaction by managing nonconformances and quality incidents, driving robust root cause analysis (RCA), and deploying corrective and preventive actions (CAPA) that result in measurable, sustained improvement. The role ensures that RCAs and CAPAs are completed on time, to standard, and within defined KPI expectations, while driving alignment and standardization of quality processes within and across BUs. This role interacts and leads improvement projects within and across multiple Business Units (BUs). This role is responsible for quality analytics and reporting. The position acts as a central governance authority to prevent recurrence, reduce Cost of Poor Quality (COPQ), and improve customer confidence.

Requirements

Bachelor’s degree in Engineering or related discipline (or equivalent practical experience).
8+ years in Quality, Operations, Field Service Quality (turbomachinery/power generation preferred).
Demonstrated leadership in structured problem solving and CAPA (RCA/8D) with measurable reductions in repeat issues/rework.
Experience leading audits and driving closure of findings across multiple sites or projects.
Strong data analysis, reporting, and stakeholder communication skills; ability to influence without direct authority.
Proficiency with field service management and quality documentation systems.
Ability to travel up to 20%.

Responsibilities

Serve as primary quality point-of-contact for customer quality issues, escalations, audits, and performance reviews (as assigned).
Support customer-facing quality events including complaints, field issues, nonconformances, and service quality deviations.
Ensure robust containment actions (sorting, quarantine, stop-ship/stop-work as needed), with clear communication to internal and external stakeholders.
Prepare and deliver customer-ready documentation: 8D reports, containment plans, CAPA summaries, concession/deviation packages, and closure evidence.
Manage customer quality scorecards and improvement actions; drive recovery plans when targets are not met.
Lead cross-functional RCAs using structured methods (e.g., 5-Why, Fishbone, Fault Tree, TapRoot).
Ensure problem statements are measurable and evidence-based (is/is-not, boundary conditions, data validation).
Own the CAPA lifecycle: Corrective actions that address true root cause(s), Preventive actions that address systemic risk, Effectiveness verification (EV) and recurrence checks.
Maintain governance for quality investigations: roles, approvals, due dates, quality of analysis, and documentation standards.
Identify trends and systemic drivers using analytics (Pareto, trend charts, Cpk/Ppk where applicable).
Translate chronic issues into CI initiatives: reduce variation, eliminate waste, improve right-first-time.
Facilitate kaizen events and standard work improvements across shop floor and field processes.
Establish KPIs and dashboards for: Complaint cycle time, 8D quality, CAPA on-time closure, recurrence rate, COPQ, escapes, defect rates, rework hours, field quality events.
Ensure data integrity and traceability for investigations (evidence control, calibration records, inspection records, as relevant).
Lead structured reviews (weekly triage, monthly governance) and ensure executive visibility for high-risk issues.
Partner with Engineering on design/material/process changes; support validation plans and risk assessments (PFMEA, control plans).
Collaborate with Manufacturing/Supply Chain on supplier escapes, containment, SCARs, and process capability improvement.
Coordinate with Field Service teams on service nonconformances, outage quality plans, and workmanship control improvements.
Escalate critical issues appropriately; facilitate decision-making based on risk (safety, compliance, customer impact, cost).
Ensure alignment to relevant quality standards and internal QMS requirements (e.g., ISO 9001 principles, company procedures).
Support internal/external audits, corrective action responses, and sustained compliance.
Standardize templates, playbooks, and training for RCA/CAPA and customer issue management.
Support training in problem solving, and data-driven improvement.