Global Head of Quality, Service

vor 1 Monat

Baden, Schweiz Hitachi Careers Vollzeit

Description

As Global Head of Service Quality you will establish and maintain all necessary systems and tools required to deliver stable performance and sustainable improvements across the Services Business such that we meet or exceed customer expectations.

You'll define and implements short-, medium- and long-term strategic actions to improve Services Quality in the entire value chain. Furthermore, you will manage global quality processes in the respective area of responsibility, as well as drive quality related certification activities and audits to maintain the required quality management system. Additionally you will focus on long term strategic actions to improve customer satisfaction, safety, operating efficiency, quality, and productivity in Services Business.

Your responsibilities

  • Act as a Role Model for the behavior required to support a Quality & Improvement Culture in Services Business

  • Influence Senior Manager and Peers to ensure the correct thinking and decision making required to support the implementation and execution of Q&CI strategies globally

  • Define and implement the Quality and CI strategy, including governance of Quality and CI function in line with business needs and directives

  • Manage Services Quality and CI function, including capability development, work force management, footprint, and succession

  • Ensure the Voice of the Customer is represented within the local business, by utilization of customer feedback processes like customer surveys, complaint resolution and result of customer feedback data analysis

  • Establish, maintain, and administer a certified QMS in compliance with Company regulations and all external certifications as required

  • Govern both global and local process owners to ensure the timely management of their accountable content

  • Ensure appropriate quality assurance methods are applied to prevent mistakes when delivering products, projects or services to customers enabling Hitachi Energy to meet customer and stakeholder needs and expectations

  • Monitor and utilize analytics of Quality data from all parts of the business to identify risks, failures, and non-conformances within the businesses

  • Ensure that appropriate corrective and preventive actions are taken, and solutions are managed to closure

  • Drive towards a learning organization enhancing lessons learned, best practice sharing and audit processes

  • Utilize requirements management, risk management and process performance measurement to ensure effective internal controls are in place to meet customer, product, project and service requirements across the business

  • Design, implement, execute and continuously improve a system or framework in order to generate, prioritize and execute improvement ideas

  • Drive the behavior and actions to support a data driven culture

  • Define and manage a robust control system to ensure that all relevant Q&CI processes are performing or delivering according to plan

Your background

  • 10+ years of proven professional and senior leadership experience in Service Quality

  • Engineering degree or equivalent

  • Excellent communication and relationship-building capabilities, as well as solid business acumen

  • Extensive experience in managing complex projects with multiple resources and stakeholders with ability to work under pressure to meet demanding deadlines

  • Lean 6Sigma, Black Belt / Green Belt

  • ISO certification and Auditing

  • Strong working knowledge in Quality Management Systems and Continuous Improvement Project Management

  • Experience with Performance Management and Analytics

  • Skilled in Project & Site Quality Management (e.g. PMI)

  • Knowledge of Advanced Product Quality Planning (APQP)

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