North Asia Customer Quality Lead

The North Asia Quality Customer Lead serves as the vital link between technical quality benchmarks and customer needs. This role focuses on maximizing customer satisfaction and pivoting from reactive to preventive quality standards by:

• Customer Satisfaction: Ensures the "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 the N.Asia Quality Lead.
• Functional Reporting: This position maintains a functional reporting line to the N.Asia Quality Lead.
• Subordinate Structure: This role acts as the functional lead for all N.Asia Customer Quality Site Leads. You will provide technical direction, standardize audit processes, and oversee the performance of SQE leaders at individual manufacturing sites across the region.

Key Responsibilities

• Primary quality contact for escalated customer 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 and excutes the customer quality strategies to ensure Carrier standards and operational BU consistency.
• Customer Advocacy: Ensures customer needs drive operational changes and improvements
• Governance: Establishes and enforces Business Unit policies to guarantee compliance and quality excellence.
• Data Intelligence: Performs quality data analysis to identify failures early and proactively mitigate recurring product risks.
• Technical Authority: Provides technical 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:
• Minimum 5 years of relevant quality management experience.
• Proven track record in team leadership and customer interaction in China.
• Technical Skills:
• Deep knowledge of ISO 9001 and certification standards (e.g., IATF 16949, VDA6.3).
• Proficiency in quality tools (SPC, FMEA, root cause analysis)
• Language: Fluency in English and Chinese (written and oral).
• Personal Traits: Strong analytical skills, high pressure resistance, and a meticulous, results-oriented mindset.
• Travel: Mobility required: up to 20% travel across North Asia.

Safety & Compliance

• Responsible for the safe production of the department and ensuring all products meet safety certification requirements.
• Maintain strict confidentiality regarding sensitive company information and data.

Key Performance Indicators (for reference only)

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 updates initiated based directly on regional customer feedback.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

1. Quality Improvements

• 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.