Manager, Quality Assurance and Customer Satisfaction

About Us

A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there's something for everyone to get stuck into. And that's where you come in.

Location: Toronto, Ontario, Canada (Hybrid)

Job Summary:
The Incumbent will manage all Quality Assurance activities for bids, projects, and R&D projects. They will ensure that work performed through all phases of the project life cycle meets contractual and rail-signaling regulatory requirements, and internal quality processes, within budget and on schedule while improving Customer Satisfaction and operational maturity. The role includes managing a team of product and project software and hardware Quality Assurance Managers (QAMs), guaranteeing product/project quality and ensuring that the level of quality provides value and satisfaction to customers. Responsibilities also include managing the technical direction of the Quality Assurance staff, motivating, training, and appraising employee performance, and acting as a mentor to assigned staff.

Key Accountabilities:

1. Create a Performance Driven organization and culture, assessing, measuring, and rewarding accountability and efficiency.
2. Set quality function objectives in alignment with organizational goals and inspire employees to achieve these objectives by coaching and monitoring KPIs.
3. Serve as a role model and change agent to deliver "First-Time Right" quality across the organization.
4. Contribute to bids, projects, and products by ensuring their quality and coaching/supporting relevant operational teams.
5. Ensure compliance with contractual requirements and internal quality processes throughout all project phases.
6. Analyze customer and Hitachi Rail quality requirements, define and implement the Quality Plan, and produce Quality Advice in the Bid and Project phases.
7. Ensure compliance of Quality Plans and Quality Management Reports with relevant CENELEC standards, internal QMS, and customer requirements.
8. Generate insights from data resulting from assessments, audits, customer surveys, and complaints.
9. Contribute to bid and project gate reviews, ensuring solution compliance for competitiveness.
10. Support multiple projects with different schedules and deadlines, even with limited resource constraints.
11. Develop the competencies of QAMs to continually improve solution competitiveness and support employee growth.

Key Requirements:

1. Minimum B.S. in Computer Science / Electrical / Mechanical / Electronics / Computer Engineering or equivalent.
2. 10+ years of hands-on experience in Engineering or Quality Assurance in technology and regulatory focused industries (Rail, Aerospace, Space, Nuclear, Defense, or Medical Devices, etc.).
3. 5+ years of experience as a Quality Assurance Engineer or Manager.
4. 5+ years of experience managing small to medium-sized teams.
5. 5+ years of experience in fostering First Time Right quality culture and performing business process improvements.
6. Must have Quality Experience in Quality Assurance, Quality Management System, Customer Satisfaction, Continuous Improvement, Organization & Governance.
7. Management experience of multidisciplinary product and project QAM teams.
8. Ability to conduct investigations and Root Cause Analysis across multiple disciplines.
9. Excellent creative problem solving, written, verbal, active listening, and design thinking skills.
10. Operational/discipline experience in Project Management, Engineering, Industry, Supply chain, Services.
11. Experience in technical solutions or delivery services, particularly in managing complex programs.

Preferred Qualifications:

1. Hands-on Engineering System/Software/Hardware development or Quality Assurance in complex safety-critical systems.
2. Knowledge of Transportation domain/Rail Signaling CBTC system.
3. Digital Quality mindset including Power BI, integrating Gen AI into Quality workflows, etc.
4. Certification in related disciplines such as Lean, Six Sigma, CMMI, Quality auditing.

Thank you for your interest in Hitachi Rail. If your application is of interest, we will be in contact.
At Hitachi Rail, there is a place for everyone. We welcome and value differences in background, age, gender, sexuality, family status, disability, race, nationality, ethnicity, religion, and world view. It is our commitment to create an inclusive environment - we are proud to be an equal opportunity employer.

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