Senior Customer Quality Specialist

Role Overview

This position entails managing customer complaints, both from internal and external sources, to deliver efficient resolutions and improve overall customer satisfaction. The role involves conducting thorough root cause analyses and implementing corrective and preventive measures to resolve issues and avoid their recurrence.

Key Contributions

• Expertise in GIS products along with high voltage sub-station protection and operations.
• In-depth knowledge of Quality Control, Quality Assurance processes, Quality Management Systems, and internal quality auditing techniques.
• Utilization of quality management tools including Root Cause Analysis, Lean Six Sigma methodologies, and the SAP QM module.
• Excellent communication and presentation abilities to ensure rapid containment and correction actions, minimizing impacts on customer operations and preventing potential issues at Hitachi Energy and customer sites.
• Maintaining and improving customer satisfaction metrics through audits and timely updates on quality-related issues and requests.
• Ensuring alignment and compliance with all relevant internal and external regulations, procedures, and guidelines.
• Embodying Hitachi Energy’s core values of safety and integrity by taking personal responsibility and promoting a caring and responsible working environment.

Candidate Profile

• A Bachelor’s degree in engineering, preferably in Electrical or Mechanical engineering.
• Between 12 and 15 years of professional experience in related fields.
• Experience in liaison and service with colleagues and clients in Saudi Arabia or other countries.
• Handling quality escalation cases and working closely with cross-functional teams.
• Strong ability to drive change, maintain diligence, and influence continuous improvement and decision-making processes.
• Effective time management skills.
• Fluency in both spoken and written English is mandatory.