Customer Quality Excellence Manager APAC

1 month ago

Laverton North, Victoria, Australia Landis+Gyr Full time
About the Role

At Landis+Gyr, we're committed to shaping a better future for everyone. As a Customer Quality Excellence Manager APAC, you'll play a pivotal role in enhancing customer experience with our company by adhering to customer quality management processes and actively contributing to their improvement.

Key Responsibilities
  • Act as a liaison between Landis+Gyr and customers, facilitating discussions and providing technical insights to support the overall business and sales department.
  • Effectively communicate quality solutions to customers based on the findings of root cause analysis.
  • Aligning with the customer quality management processes actively contributing to improve them.
  • Ensure effective problem-solving methods and tools are in place for customers response and reporting.
  • Manage CAPAs and customers facing on quality cases, ensuring quality and fast responses that meet TAT (turnaround-time) targets.
  • CAPAs/8D and related KPIs reporting.
  • Support on CRM (L1 L2 L3) process improvements and providing governance for related performance management.
  • Drive products reliability improvement based on analysis of field returns and internal testing results.
  • Support contracts warranty clauses analysis.
  • Provide guidance and drive implementation of lessons learned and best practices sharing to continuously improve products and processes.
  • Drive the identification, evaluation, and mitigation of risks.
  • Support the implementation of the Global Integrated Management System (IMS) in the APAC region.
  • Participate in cross-regional and global initiatives as required.
Corporate Citizenship
  • Manage Energy Better: Consciously drive for continuous improvement in reusing, recycling, or reducing waste.
  • Maintain awareness of identified and potential health and safety, quality and environmental aspects within the workplace and their impact, including the reporting of any accidents/incidents/near misses or hazards.
  • Act responsibly to meet the objectives/requirements at the appropriate level as described in the Health, Safety and Integrated Management Systems.
  • Maintain a professional courteous manner with all vendors, contractors, and fellow employees.
Requirements
  • Minimum 10 years' experience in Quality related role.
  • Demonstrated minimum 5 years' of experience in a customer-facing quality role.
  • Excellent leadership and coaching qualities (positively influence others without direct authority) and the ability to make decisions without perfect information to move forward.
  • Experience in HW, FW, SW and devices/solutions application for industrial systems.
  • Experience in problem solving, services/technical support or commercial interfaces.
  • Firm knowledge of quality tools and methods, and their application (8D/Problem solving, FMEA, DMAIC, 6-Sigma, risk management).
  • Self-driving continuous improvement activities, delivering robust business processes, and product quality.
  • Planning, performance management and documenting results. Reporting.
  • Ability to work efficiently within a matrix management organization and accept change and respond to setbacks with minimum disruptions.
About Us

We're a leading global provider of integrated energy management solutions with sales of $1.7 billion in FY 2022 and over 7,000 talented people across 30 countries and five continents. We've been pioneers in energy innovation for over a century and continue to lead the way toward a more sustainable and efficient energy landscape.

The estimated salary for this role is approximately $120,000-$150,000 per year, depending on experience and qualifications.

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