Senior Customer Quality Specialist📣 Job Ad

About the Role

Hitachi Energy is seeking a Senior Customer Quality Specialist to join its team in Dammam, Saudi Arabia. This full-time position is responsible for managing and resolving internal and external customer complaints to enhance customer satisfaction. The role involves conducting systematic root cause analysis and developing corrective and preventive action plans to address issues and prevent recurrence.

This position offers the opportunity to contribute to Hitachi Energy's commitment to safety and integrity within the energy sector. The specialist will be instrumental in upholding quality standards and ensuring customer satisfaction through effective issue resolution and proactive engagement.

Key Responsibilities

• Manage internal and external customer complaints to ensure seamless resolution and enhance customer satisfaction.
• Conduct systematic root cause analysis (RCA) to identify underlying causes of quality issues.
• Develop and implement corrective and preventive action plans to resolve identified issues and prevent future occurrences.
• Ensure rapid definition and execution of containment actions and corrections to limit impact on customer operations.
• Work to eliminate potential occurrences of issues within Hitachi Energy operations and at customer sites.
• Maintain customer satisfaction ratings through proactive engagement and effective issue resolution.
• Conduct customer audits to ensure adherence to quality standards and identify areas for improvement.
• Provide timely updates to customers regarding the status of quality issues or requests to build trust and maintain positive relationships.
• Ensure compliance with applicable external and internal regulations, procedures, and guidelines.
• Uphold Hitachi Energy's core values of safety and integrity in all aspects of the role.

Qualifications and Requirements

• Bachelor's degree in Engineering, preferably Electrical or Mechanical.
• 12-15 years of relevant professional experience.
• Experience in managing quality escalations.
• Proven ability to collaborate effectively with cross-functional teams, including Instrument & Control (I&C) and service colleagues, both domestically and internationally.
• Demonstrated ability to drive change and exhibit diligence in problem-solving.
• Experience in influencing continuous improvement initiatives.
• Strong decision-making capabilities.
• Effective time management skills.
• Proficiency in both spoken and written English language is required.

Required Skills and Expertise

• Strong GIS product knowledge.
• Expertise in HV Sub-station protection and Operations.
• Proficiency in Quality Control and Quality Assurance principles.
• Experience with Quality Management Systems (QMS) and Internal Quality Auditing.
• Familiarity with various Quality Tools.
• Skilled in Root Cause Analysis (RCA).
• Knowledge of Lean Six Sigma methodologies.
• Experience with SAP QM Module.
• Excellent Communication and Presentation Skills.
• Experience in conducting Customer Audits.
• Change Management capabilities.
• Diligence and attention to detail.
• Commitment to Continuous Improvement.
• Effective Decision Making.
• Strong Time Management.

Work Location and Type

This full-time position is based in Dammam, Eastern Province, Saudi Arabia.