Team Leader Customer Quality 80 – 100% (f/m/d) | Zurich, Switzerland in Zürich

Team Leader Customer Quality 80 – 100% (f/m/d)

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.

How you’ll make an impact

• 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.

Your background

• 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 switchgear 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.

More about us

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.

We are a global leader in electrification, powering the electricity era to meet the energy demands of today, and the next 25 years. As the energy arm of Hitachi Group, over three billion people depend on our pioneering, mission-critical technologies to power their daily lives.

With over a century of innovation, we are addressing the most urgent energy challenge of our time: driving the evolution of the world’s energy system to ensure abundant, secure, affordable, and sustainable power for today’s generation and the next.

With an unparalleled installed base in over 140 countries, we are the grid ecosystem partner across the utility, industry, data center, and transportation sectors. Headquartered in Switzerland, we employ over 56,000 people in 60 countries and generate revenues of around $20 billion USD.

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