Job Description Summary: The Customer Lifecycle Quality Leader for LM Wind Power will primarily be responsible for developing and implementing cross-functional action-plans to improve the strategic partnership with LM's customers on proactive and reactive Quality improvement efforts, while further strengthening the foundations of our Warranty and Reliability operations. The role will report into the Global Quality Leader for LM Wind Power and will have direct responsibility for Customer Quality, Warranty Operations, and Reliability Operations teams.
Roles and Responsibilities:
Provide clear direction and vision; inspire and motivate sub-functions to drive towards a "customer success" culture.Lead Customer Quality team and partner with NPI Engineering & Global Operations leaders on Production Part Approval Process (PPAP) for new product introductions to maximize customer impact.As a customer advocate, partner with Services Engineering & Regional/Global Operations leaders on root cause analysis and related customer communication for ongoing quality issues.Own Warranty Operations and liaise with Global Finance to serve as the custodian of Warranty budget. Develop efficient mechanisms to improve claim response cycle time. Implement processes to provide near real-time visibility into Warranty actual spend vs plan.Lead Reliability Operations and strengthen transfer functions between Warranty cost exposure and related operational variables, including design/process FMEAs, actual reliability data from the field, and number of blades under warranty. Utilize these transfer functions to make trade-offs on upstream decisions clearer.Partner with Business Management Systems team to create policies and procedures to optimize customer experience. Establish the Net Promoter Score (NPS) process and maintain a view of action-plans to improve scores.Implement robust operating mechanism to pace progress. Utilize lean tools and data to arrive at key decisions and reach cross-functional trade-offs. Contextualize framing of the decisions based on cross-functional input.Represent LM Wind Power at select Wind industry associations (e.g., APQP4Wind). Required Qualifications:
Degree in Engineering or equivalent technical background with significant relevant experience and performance track-record in business operations, quality, sales, or other customer-facing roles, preferably in the Wind industry.Strategic business mindset with strong customer relationship management ability to influence and resolve customer dynamics through logical/technical reasoning and clear/concise communication. Desired Characteristics:
Strong commercial expertise and proven ability to achieve outcomes through complex negotiations.Clear thinker with proven ability to develop and utilize data for complex and structured problem-solving.Proven collaboration skills within a matrix organization with strong and reliable, cross-functional internal network within the Wind industry.Skilled communicator, both internally and externally (customers and industry). Additional Information: Relocation Assistance Provided: Yes
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