If you desire to be part of something special, to be part of a winning team, to be part of a fun team winning is fun. We are looking forward to a Quality Manager, Global Data Center, APAC in Eaton's electrical business, based in Malaysia.
In Eaton, making our work exciting, engaging, meaningful; ensuring safety, health, wellness; and being a model of inclusion & diversity are already embedded in who we are - it's in our values, part of our vision, and our clearly defined aspirational goals.
What You'll Do
This role will focus on development, maintenance, and service of customers for Eaton's Data Center solutions, across but not limited to Power Quality, Power Distribution, EPMS etc. Collaborate directly with regional and divisional quality, service operation, product, and engineering functions to streamline communication for Global customers. Manage customer quality issues as they occur, provide support and resolution; effectively settling field issues with customer satisfaction and safeguarding Eaton interest; Drive preventative measures, aggregating data from customer failures and driving improvement in the plants or with design team.
- Manage Global DC customer quality issues and ensure high impact quality engagement.
- Provide leadership for division product quality related activities, driving capability and reliability requirement, manage risk and problem.
- Be the owner of customer quality problems and/or field issues as they occur.
- Make timely, data-driven and quality decisions, incorporating inputs from all functions, taking impartial and objective stands, to solve field issues, making both the customer satisfaction and Eaton interest as priorities.
- Drive preventative measures, aggregating data from customer failures and driving improvement in the plants or with design team
- Be responsible for statistical analysis leading to root cause findings, as well as field issue solving activities (technical and commercial), liaising and aligning with all related functions (quality, service, engineering, product line management, Sales & Marketing), for Global DC customers in a timely and effective manner on Root Cause analysis and exceeding Customer expectations.
- Customer relationship engagement collecting Voice of Customer, regular customer visit and communication, lead and coordinate customer satisfaction issues between Eaton & Global Team.
- Be responsible for product quality improvement enhancement with proactive and systematic corrective action plans and achieving Key Performance Indicators (KPIs) such as Field Failure Reduction, and overall Customer Satisfaction:
- Interact across departments to enhance product quality
- Analyze customer specific requirements for reliability and reliability methods and make suggestions for improving product reliability and provide reports for internal and external parties
- Participate in Global customer calls/discussions and provide appropriate expertise on reliability
- Customer escapes prevention; increasing productivity by implementing plans and actions to reduce costs of poor quality; achieving product reliability enhancement associated with process capability and design-related corrective actions.
- Take Ownership of Field Service Bulletin (FSB) process, maintain FSB system with regular tracking and systemic action follow up.
- Engage cross-functions to support product reliability initiative deployment. Regularly evaluate the progress and effectiveness of key initiatives and make course corrections as business conditions and customer / stakeholder expectations evolve.
Qualifications
Bachelor's degree, major in engineering
- Minimum of 10-year experience in related Electrical product technical requirements, quality experience is preferred.
- Minimum of 5-year experience of in field problem solving or service experience
Skills
Experience with power distribution products and solutions
Experience with product application and market
Analytical, problem-solving skills,
Synthetic capability and professional write up skills
Financial and P&L acumen
Customer orientation
Result driven
Leadership and management skills
Negotiation and communication skills
Interpersonal skills and capability of influencing
Teamwork spirit
Good written and verbal Chinese and English
We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.
