Team Leader Customer Quality (GIS) - 80-100%

About the role

HITACHI ENERGY is looking for a Team Leader Customer Quality in Zurich, working full time and on site. As the key interface between customers and the GIS organization on quality matters, you will work closely with customers, R&D, Engineering, Product Management, Operations and Service to resolve complex quality challenges, strengthen customer confidence and support continuous improvement across the GIS portfolio.

Key responsibilities

• Lead, develop and coach the GIS Customer Quality team, fostering a customer-focused culture and supporting the professional growth of team members.
• Act as the senior quality interface for customers, managing critical quality topics, complaints and escalations transparently and professionally.
• Drive resolution of complex quality issues by partnering with R&D, Engineering, Product Management, Operations and Service.
• Guide root cause investigations, corrective and preventive actions, and translate the Voice of the Customer into improvements in products, processes and services.
• Support and guide change initiatives related to quality, customer satisfaction and continuous improvement.
• Monitor and review quality and customer KPIs such as customer satisfaction, complaint resolution, warranty trends and Cost of Poor Quality (COPQ).
• Promote lessons learned, best practices, standardization and continuous improvement.

Required profile

• Degree in Electrical Engineering or another relevant technical discipline.
• 5+ years of leadership experience in Quality, Engineering, R&D, Service or a related function in the high-voltage switchgear industry.
• Proven experience leading and developing teams, including coaching, people development and performance management.
• Experience in customer audits.
• Fluent written and spoken English.

Required skills

• Strong knowledge of GIS products, technologies and applications.
• Customer-facing quality management, warranty management, root cause analysis and 8D methodologies.
• Project management and coordination of complex initiatives with multiple stakeholders.
• Excellent communication and presentation skills with a strong customer orientation.