Global Head of Quality, Service (f/m/d)
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- Zürich, Switzerland
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- Zürich, Switzerland
About
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)
Nice-to-have skills
- Project Management
Work experience
- Head of IT Operations
Languages
- English