Team Leader Customer Quality ; f​/m​/d

Zurich, Zurich, Switzerland

R0146991

HITACHI ENERGY LTD

Quality Management

Full time

No

The opportunity

As the Team Leader Customer Quality you will serve as the key interface between our customers and the GIS organization on quality-related matters. Working closely with customers, R&D, Engineering, Product Management, Operations, and Service, you will drive the resolution of complex quality challenges, strengthen customer confidence, and support continuous improvement across the GIS portfolio.

In this role, you and your team will work closely with customers to understand their needs, address quality concerns, and ensure sustainable solutions. You will combine strong leadership capabilities with deep GIS product and technology knowledge to guide the organization through quality improvements, customer escalations, and change management initiatives.

• Lead, develop, and coach the GIS Customer Quality team, fostering a strong customer-focused culture and supporting the professional growth of team members.
• Act as the senior quality interface for customers, ensuring transparent communication and professional management of critical quality topics, complaints, and escalations.
• Drive the resolution of complex customer quality issues by partnering with R&D, Engineering, Product Management, Operations, Service, and other internal stakeholders.
• Provide leadership and guidance for root cause investigations, corrective actions, and preventive measures to ensure sustainable quality improvements.
• Translate the Voice of the Customer into tangible improvements in products, processes, and services across the GIS organization.
• Support and guide organizational change initiatives related to quality, customer satisfaction, and continuous improvement.
• Monitor and review key quality and customer-related KPIs, including customer satisfaction, complaint resolution performance, warranty trends, and Cost of Poor Quality (COPQ).
• Promote lessons learned, best practices, standardization, and continuous improvement throughout the GIS business.

• Degree in Electrical Engineering or another relevant technical discipline.
• 5+ years of leadership experience within Quality, Engineering, R&D, Service, or a related function in the high-voltage switch gear industry.
• Proven experience leading and developing teams, including coaching, people development, and performance management.
• Strong knowledge of GIS products, technologies, and applications, with the ability to understand technical challenges and effectively engage with customers.
• Solid project management skills and experience coordinating complex initiatives involving multiple stakeholders.
• Strong expertise in customer-facing quality management, warranty management, root cause analysis, and 8D methodologies.
• Experience in customer audits.
• Excellent communication and presentation skills with a strong customer orientation.
• Fluent English language skills, both written and spoken.

We believe great work thrives in an environment where people feel genuinely supported and fairly rewarded. Our benefits are designed to create real value for every individual - fueling engagement, performance, and growth. By prioritizing well‑being, we build a workplace where personal and organizational success grow together.

Qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.

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As part of our recruitment process, Hitachi Energy uses digital and automated tools, including Al-supported solutions, to assist with activities such as application screening, job matching, and interview scheduling. These tools are designed to support our recruiters and do not replace human decision-making. Candidate data is processed in accordance with applicable data…