North Asia Customer Quality Lead

The North AsiaQualityCustomerLeadserves as the vital link between technical quality benchmarks and customerneeds.This role focuses on maximizing customer satisfaction and pivoting from reactive to preventive quality standards by:

• Customer Satisfaction:Ensuresthe "Voice of the Customer" leads to quality product improvements.

• Brand Reputation: Builds trust through consistent high-quality delivery, which strengthens our brand competitiveness.

• Efficiency&Growth: Reduces the warranty cost of returns and repairs by minimizing product defects, freeing resources to boost sales.

• Preventive Quality Approach: Shifts the focus from "detect and repair" to "predict and prevent" by using data intelligence to stop quality issues at the source.

Reporting Structure

• Direct Reporting:This position reports directly to theN.AsiaQuality Lead.

• Functional Reporting:This positionmaintainsa functional reporting line to theN.AsiaQuality Lead.

• Subordinate Structure:This role acts as the functional lead for allN.AsiaCustomerQuality Site Leads. You will provide technical direction, standardize audit processes, and oversee the performance of SQE leaders at individual manufacturing sites across the region.

KeyResponsibilities

• Primary quality contactforescalatedcustomer complaints and suggestions “Voice of Customer”,bridge between Operations and Commercial teams. This role serves as the functional lead for the "Customer Quality Site Lead".

• Functional Leadership:Develops andexcutesthe customer quality strategies to ensure Carrier standards and operational BU consistency.

• Customer Advocacy:Ensures customer needs drive operational changes and improvements

• Governance:Establishesand enforces Business Unit policies to guarantee compliance and quality excellence.

• Data Intelligence:Performs quality data analysis toidentifyfailures early and proactively mitigate recurring product risks.

• Technical Authority:Providestechnical guidance and serves as the escalation partner for systemic or high-impact failures.

• Corrective Action Strategy:Governs the technical failure analysis process and ensures resolution strategies are aligned across service teams.

Qualifications & Requirements

• Education:Bachelor’s degree or above in Mechanical, Electrical, or Manufacturing Engineering.

• Experience:

• Minimum5yearsof relevant quality management experience.

• Proventrack recordin team leadership andcustomer interactioninChina.

• Technical Skills:

• Deep knowledgeofISO 9001and certification standards (e.g.,IATF 16949, VDA6.3).

• Proficiencyin quality tools (SPC, FMEA, root cause analysis)

• Language:Fluency inEnglishand Chinese(written and oral).

• Personal Traits:Strong analytical skills, high pressure resistance, and a meticulous, results-oriented mindset.

• Travel:Mobilityrequired: up to20% travelacross North Asia.

Safety & Compliance

• Responsible for the safe production of the department and ensuring all products meet safety certification requirements.

• Maintain strict confidentialityregardingsensitive company information and data.

Key Performance Indicators(for reference only)

1. QualityImprovements

• Defect Rate Reduction:A percentage decrease in technical failures or out-of-spec incidents reported within the region.

• Warranty Cost Reduction:Achieve a year-over-year reduction in warranty-related payouts for the North Asia region. 

2. Customer Experience

• Net Promoter Score (NPS)improvement:Target scores specifically for the North Asia market to measure regional sentiment.

• Customer Complaint Resolution Time:Reducing the "Mean Time to Resolve" (MTTR) for quality-related claims.

• Voice of Customer (VoC) Integration:Number of product improvements or technical updatesinitiatedbased directly on regional customer feedback.