job description
Join Itron as a Senior Manager, Customer Quality Excellence and lead the charge in ensuring unparalleled customer satisfaction and product quality. In this pivotal role, you will bridge the gap between customers, sales teams, and internal product development, driving excellence across all touchpoints. Based in the vibrant and dynamic location of Bali, you will have the opportunity to shape quality strategies that enhance customer experiences and foster long-term business growth.
As a key leader within Itron, you will collaborate with cross-functional teams to implement quality management systems, resolve customer concerns, and continuously improve product performance. Your expertise will be instrumental in maintaining Itron's reputation as a leader in smart energy and water solutions.
If you are a strategic thinker with a passion for quality and customer success, this is your chance to make a significant impact in a global organization committed to innovation and sustainability.
Responsibility
- Develop and implement customer quality strategies to enhance satisfaction and loyalty.
- Serve as the primary liaison between customers, sales teams, and internal product teams to address quality concerns.
- Lead root cause analysis and corrective action plans for customer-reported issues.
- Establish and maintain quality metrics and KPIs to measure performance and drive improvements.
- Collaborate with engineering and manufacturing teams to ensure product quality meets customer expectations.
- Conduct regular customer feedback sessions and translate insights into actionable quality initiatives.
- Oversee the resolution of customer complaints and ensure timely and effective solutions.
- Drive continuous improvement projects to enhance product reliability and customer experience.
Qualifications
- Bachelor's degree in Engineering, Business, or a related field; Master's degree preferred.
- Minimum of 8 years of experience in quality management, customer success, or a related role.
- Proven track record of leading quality initiatives in a manufacturing or technology-driven environment.
- Strong analytical and problem-solving skills with experience in root cause analysis.
- Excellent communication and interpersonal skills to effectively engage with customers and internal stakeholders.
- Experience with quality management systems (e.g., ISO 9001) and continuous improvement methodologies (e.g., Six Sigma, Lean).
- Ability to travel as needed to customer sites and company locations.
- Fluency in English; additional languages are a plus.