Customer Quality Manager APAC

Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid. Having avoided more than 9 million tons of CO2 in FY 2021 and committed to achieve carbon neutrality by 2030, Landis+Gyr manages energy better – since 1896. 
With sales of USD 1.5 billion in FY 2021, Landis+Gyr employs around 6,500 talented people across five continents.

 

Key Purpose of Role:

The Customer Quality Manager APAC plays a pivotal role in enhancing customer experience with L+G by adhering to customer quality management processes and actively contributing to their improvement. The role involves actively participating in the identification, evaluation, and mitigation of risks and supporting the implementation of the Global Integrated Management System (IMS) in the APAC region. The manager's involvement in cross-regional and global initiatives underscore the importance of their role in fostering collaboration and contributing to broader quality management objectives.

 

This role is a key driver in efficient problem-solving, and meticulous CAPA management. With a focus on continuous improvement, risk mitigation, and global collaboration, the Customer Quality Manager APAC ensures the highest standards of product quality and customer experience, making it an integral part of our commitment to excellence in the APAC region.            

 

Areas of Responsibility:

• Act as a liaison between L+G 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 and that TAT (turnaround-time) targets are achieved.
• 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 IMS in APAC region.
• Participate in cross-regional and global initiatives as required.
• Apply fundamental quality standards, procedures and follows Landis+Gyr policies.
• Any other specific work activity that the manager determines as necessary.

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.

 

Key Metrics

      • Customer relationship management

      • Quality complaints response and problems solving

      • Product reliability performance tracking

      • Lessons Learned for improvements

 

Experience

• 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.
• Planni