Team Leader Customer Quality – GIS

About the role

As the Team Leader Customer Quality you will be the primary interface between customers and the GIS organization on quality matters. You will lead a team to resolve complex quality challenges, strengthen customer confidence, and drive continuous improvement across the GIS portfolio.

Key responsibilities

• Lead, develop and coach the GIS Customer Quality team, fostering a strong customer‑focused culture.
• Act as senior quality interface for customers, managing critical quality topics, complaints and escalations.
• Drive resolution of complex customer quality issues by partnering with R&D, Engineering, Product Management, Operations and Service.
• Provide leadership for root‑cause investigations, corrective actions and preventive measures.
• Translate the Voice of the Customer into tangible product, process and service improvements.
• Support organizational change initiatives related to quality and customer satisfaction.
• Monitor key quality and customer KPIs such as satisfaction, complaint resolution, warranty trends and Cost of Poor Quality.
• Promote lessons learned, best practices, standardisation and continuous improvement throughout the GIS business.

Required profile

• Degree in Electrical Engineering or a related technical discipline.
• 5+ years of leadership experience in Quality, Engineering, R&D, Service or a related function within the high‑voltage switchgear industry.
• Proven experience in leading and developing teams, including coaching and performance management.
• Strong knowledge of GIS products, technologies and applications.
• Solid project‑management skills coordinating complex, multi‑stakeholder initiatives.
• Expertise in customer‑facing quality management, warranty management, root‑cause analysis and 8D methodologies.
• Experience conducting customer audits.
• Excellent communication and presentation skills with a strong customer orientation.
• Fluent in English, both written and spoken.

Required skills

• Root‑cause analysis
• 8D problem‑solving methodology
• Warranty management
• Customer‑facing quality management
• Project coordination
• Customer audit execution