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APAC Customer Quality Lead

2 months ago

Laverton North, Victoria, Australia Landis+Gyr Full time

Landis+Gyr stands as a premier global provider of comprehensive energy management solutions. Our expertise lies in measuring and analyzing energy consumption to deliver insightful analytics for smart grid and infrastructure management, empowering both utilities and consumers to optimize energy usage. Our cutting-edge portfolio of software, services, and intelligent sensor technology is instrumental in driving the decarbonization of the grid. With a revenue of USD 1.7 billion in FY 2022, Landis+Gyr employs over 7,000 skilled professionals across 30 countries and five continents.

For over a century, we have been at the forefront of energy innovation, continuously leading the transition towards a more sustainable and efficient energy ecosystem.

Key Purpose of Role:

The Customer Quality Manager APAC is crucial in enhancing customer satisfaction with Landis+Gyr by adhering to quality management protocols and actively contributing to their enhancement. This role involves engaging in the identification, assessment, and mitigation of risks while supporting the deployment of the Global Integrated Management System (IMS) across the APAC region. The manager's participation in cross-regional and global initiatives highlights the significance of their role in promoting collaboration and advancing broader quality management goals.

This position is essential for effective problem resolution and thorough CAPA management. By focusing on continuous improvement, risk management, and global teamwork, the Customer Quality Manager APAC guarantees the highest standards of product quality and customer satisfaction, reinforcing our commitment to excellence in the APAC region.

Areas of Responsibility:

  • Serve as a liaison between Landis+Gyr and clients, facilitating discussions and providing technical insights to support overall business and sales objectives.
  • Communicate quality solutions to clients based on root cause analysis findings.
  • Align with customer quality management processes and actively contribute to their enhancement.
  • Ensure effective problem-solving methodologies and tools are in place for customer responses and reporting.
  • Oversee CAPAs and manage customer-facing quality cases, ensuring prompt and quality responses while meeting turnaround time targets.
  • Report on CAPAs/8D and related KPIs.
  • Support CRM (L1 L2 L3) process improvements and provide governance for related performance management.
  • Drive product reliability enhancements based on field return analyses and internal testing outcomes.
  • Assist in analyzing warranty clauses in contracts.
  • Guide and promote the implementation of lessons learned and best practices to continuously enhance products and processes.
  • Lead the identification, assessment, and mitigation of risks.
  • Support the implementation of the Global IMS in the APAC region.
  • Participate in cross-regional and global initiatives as necessary.
  • Apply fundamental quality standards and procedures while adhering to Landis+Gyr policies.
  • Perform any other specific tasks deemed necessary by the manager.

Corporate Citizenship:

  • Drive continuous improvement in reusing, recycling, or reducing waste.
  • Maintain awareness of identified and potential health, safety, quality, and environmental aspects within the workplace and their impacts, including reporting any incidents or hazards.
  • Act responsibly to meet objectives and requirements as outlined in the Health, Safety, and Integrated Management Systems.
  • Maintain a professional and courteous demeanor with all vendors, contractors, and colleagues.

Key Metrics:

• Customer relationship management

• Response to quality complaints and problem resolution

• Tracking product reliability performance

• Lessons learned for improvements

Experience:

  • Minimum of 10 years' experience in a quality-related role.
  • At least 5 years' experience in a customer-facing quality position.
  • Demonstrated leadership and coaching abilities, with the capacity to influence others positively without direct authority.
  • Experience with hardware, firmware, software, and devices/solutions for industrial systems.
  • Background in problem-solving, technical support, or commercial interfaces.
  • Strong knowledge of quality tools and methodologies, including 8D/Problem solving, FMEA, DMAIC, and risk management.
  • Proven track record in driving continuous improvement activities and delivering robust business processes and product quality.
  • Experience in planning, performance management, and documentation of results.
  • Able to work effectively within a matrix management organization and adapt to change while managing setbacks with minimal disruption.

Qualifications and Additional Requirements:

  • Required Minimum Level of Education: Bachelor’s degree; Master’s preferred.
  • Degree in Engineering, Electrical Engineering, Electronics, Physics, or Material Science is preferable.
  • Six Sigma Green Belt certification.
  • Project Management skills.

We are dedicated to shaping a better future for all. #EnergizeYourCareer and be part of our journey towards a greener tomorrow.