Customer Quality RCA & Improvement Program Manager

Customer Quality RCA & Improvement Program Manager

Company Name: Mitsubishi Power Americas, Inc. Location: Orlando, FL, US, 32809

At Mitsubishi Power, we're not just building better clean energy technologies; we're architecting a better future. Our team is boldly redefining power generation to accelerate the world's energy transition. We operate as one team, pushing toward our vision of the future. We value problem solvers, prioritize collaboration, and support each other in an inclusive culture built on accountability and authenticity by demonstrating our values: Safety, Family, Innovative, Inclusive, Accountable & Courageous. Together, we're building the future we all aspire to - making net zero a reality.

Role Overview

The Customer Quality, RCA & Continuous Improvement Program Manager is responsible for maintaining and improving customer satisfaction by managing nonconformances and quality incidents, driving robust root cause analysis (RCA), and deploying corrective and preventive actions (CAPA) that result in measurable, sustained improvement. The role ensures that RCAs and CAPAs are completed on time, to standard, and within defined KPI expectations, while driving alignment and standardization of quality processes within and across BUs. This role interacts and leads improvement projects within and across multiple Business Units (BUs). This role is responsible for quality analytics and reporting. The position acts as a central governance authority to prevent recurrence, reduce Cost of Poor Quality (COPQ), and improve customer confidence.

What You'll Deliver (Outcomes)

Faster and higher quality issues resolution Reduced time to containment, clear problem definition, evidence-based RCA, and on-time closure of CAPAs and customer action items Lower customer impact/ fewer escapes Measurable reduction in repeat incidents, quality escapes, customer complaints, and severity of events Improved operational performance and reliability Reduction in COPQ, rework, scrap, field rework, and (where applicable) warranty cost; increased process capability and adherence Standardize RCA/CAPA governance A consistent enterprise approach to issue triage, escalation, 8D quality, effectiveness verification, and lessons learned Improved customer confidence Proactive communication, transparent action plans, and sustained improvements reflected in customer feedback, scorecards, and audits

Key Responsibilities

A. Customer Quality Leadership Serve as primary quality point-of-contact for customer quality issues, escalations, audits, and performance reviews (as assigned). Support customer-facing quality events including complaints, field issues, nonconformances, and service quality deviations. Ensure robust containment actions (sorting, quarantine, stop-ship/stop-work as needed), with clear communication to internal and external stakeholders. Prepare and deliver customer-ready documentation: 8D reports, containment plans, CAPA summaries, concession/deviation packages, and closure evidence. Manage customer quality scorecards and improvement actions; drive recovery plans when targets are not met.

B. Root Cause Analysis (RCA) & CAPA Ownership Lead cross-functional RCAs using structured methods (e.g., 5-Why, Fishbone, Fault Tree, TapRoot). Ensure problem statements are measurable and evidence-based (is/is-not, boundary conditions, data validation). Own the CAPA lifecycle: Corrective actions that address true root cause(s) Preventive actions that address systemic risk Effectiveness verification (EV) and recurrence checks Maintain governance for quality investigations: roles, approvals, due dates, quality of analysis, and documentation standards.

C. Continuous Improvement & Defect Recurrence Prevention Identify trends and systemic drivers using analytics (Pareto, trend charts, Cpk/Ppk where applicable). Translate chronic issues into CI initiatives: reduce variation, eliminate waste, improve right-first-time. Facilitate kaizen events and standard work improvements across shop floor and field processes.

D. Data, Reporting, and Governance Establish KPIs and dashboards for: Complaint cycle time, 8D quality, CAPA on-time closure, recurrence rate COPQ, escapes, defect rates, rework hours, field quality events Ensure data integrity and traceability for investigations (evidence control, calibration records, inspection records, as relevant). Lead structured reviews (weekly triage, monthly governance) and ensure executive visibility for high-risk issues.

E. Cross-Functional Collaboration & Escalation Partner with Engineering on design/material/process changes; support validation plans and risk assessments (PFMEA, control plans). Collaborate with Manufacturing/Supply Chain on supplier escapes, containment, SCARs, and process capability improvement. Coordinate with Field Service teams on service nonconformances, outage quality plans, and workmanship control improvements. Escalate critical issues appropriately; facilitate decision-making based on risk (safety, compliance, customer impact, cost).

F. Compliance, Audits, and Standardization Ensure alignment to relevant quality standards and internal QMS requirements (e.g., ISO 9001 principles, company procedures). Support internal/external audits, corrective action responses, and sustained compliance. Standardize templates, playbooks, and training for RCA/CAPA and customer issue management.

G. People Leadership Support training in problem solving, and data-driven improvement.

Qualifications Bachelor's degree in Engineering or related discipline (or equivalent practical experience). 8+ years in Quality, Operations, Field Service Quality (turbomachinery/power generation preferred). Demonstrated leadership in structured problem solving and CAPA (RCA/8D) with measurable reductions in repeat issues/rework. Experience leading audits and driving closure of findings across multiple sites or projects. Strong data analysis, reporting, and stakeholder communication skills; ability to influence without direct authority. Proficiency with field service management and quality documentation systems. Ability to travel up to 20%.

Why Should You Apply? Excellent Benefits (Medical, Dental, Vision & 401K Matching). Excellent development programs and advancement opportunities. Tuition reimbursement and on-the-job training. Paid vacation, sick time, and holidays. Committed to quality products and services. Great working environment and culture. Employee Appreciation Programs and Event Mitsubishi Power is an Equal Employment Opportunity (EEO) employer actively seeking to diversify the workforce and is committed to a policy of equal employment opportunity. Therefore, all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally recognized protected basis under applicable law, are strongly encouraged to apply.