Key Responsibilities:

Customer Quality Management - Data Center and Electrical Solutions ESS business

• Manage the quality of the Data Center and Electrical Solutions business business unit through the customer problem-solving process, from FWT through installation to serial life, for a business with a turnover of €400M, growing to €800M, with a team of Quality Engineers.

Quality team and business management

• Responsible for delivering the quality objectives across the Data Center and ESS business unit: problem solving, problem prevention, and customer satisfaction.
• Monitor the quality levels achieved in projects after FWT.
• Lead, manage, and develop the team of Quality Engineers. Act as a role model.
• Provide coaching and mentoring on Problem Solving (8D), Quality Management (Six Sigma), Auditing, Continuous Improvement, etc., in collaboration with factory and R&D teams.

Business and process development

• Participate in the business growth of Eaton's  Data Center and ESS by deploying quality capacity expansion.
• Develop key quality processes: problem solving, information flow, and quality systems.
• Capture lessons learned across the regional scope and leverage them to build a quality culture.
• Lead quality process assessments and development initiatives.
• Mentor project team participants on quality tools and methods to promote offer robustness and customer satisfaction.
• Participate in best-practice sharing within the quality team and across the organization.

Customer satisfaction

• Lead and participate in assigned customer-site and supplier audits.
• Maintain regular contact and relationships with the Sales and Technical Support teams in sales offices.
• Maintain direct contact with customers to understand their needs, applications, and expectations.
• Participate in customer visits when required.
• Contribute to achieving zero safety-related issues, maximizing customer satisfaction, and fulfilling project goals in terms of quality, cost, and lead time.
• Participate in FAT, FAI, FWT activities and customer audits when required.
• Contribute to the definition of customer quality requirements.
• Ensure the Voice of the Customer is captured and followed throughout the organization.

Problem solving, incident management and root cause analysis

• Resolve customer issues in a timely manner based on prioritization criteria (issue type, customer criticality, and commercial context).
• Use 8D, A3, and other problem-solving techniques.
• Lead problem resolution from the beginning by assuming ownership, driving the 8D process, leading cross-functional teams, communicating with customers, and implementing improvements in Eaton products and processes.
• Carry out and lead analyses, including internal laboratory analysis, customer-site analysis, and supplier analysis.
• Prepare reports to communicate root-cause findings and action plans to sales offices and customers.

Preventive and proactive quality

• Ensure problem prevention and sustained quality improvement by addressing identified root causes.
• Capture lessons learned following problem-solving activities and leverage them to strengthen the quality culture.

Contact points
Customers, Country Sales Offices, Product Management, R&D, Manufacturing Plants, Suppliers.

Key KPIs
Customer Satisfaction, Response Lead Time, Report Quality, Failure and Warranty Rates, CONC.

Qualifications:

• M.Sc. degree in Engineering, Electrical Engineering, Electronics, Mechatronics, Industrial Engineering, or a related technical discipline.
• Minimum of 10 years of professional experience in Customer Quality, Quality Management, Electrical Products, or Product Engineering environments.
• Proven experience in customer quality management, customer complaint resolution, and root-cause analysis processes.
• Strong knowledge of quality methodologies and tools, including 8D, A3, Six Sigma, auditing, and continuous improvement.
• Experience leading cross-functional teams within complex, international matrix organizations.
• Strong customer-facing experience, with the ability to manage escalations and build long-term customer relationships.
• Excellent interpersonal, communication, and presentation skills.
• Ability to communicate effectively with customers, sales offices, senior management, and international stakeholders.
• Demonstrated leadership capabilities, with experience coaching, mentoring, and developing teams.
• Strong customer advocacy mindset, with a high sense of urgency in addressing critical customer issues and acting as a role model for customer-centric ways of working.
• Fluent English, both written and spoken (must-have).
• Experience in the electrical industry, energy sector, or industrial products environment is highly desirable.