North Asia Customer Quality Lead

Job description

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 f unctional 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) 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. 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.