For our EMEA Service Operations team we are looking for a Services Quality Regional Business Process Owner.
In this role, you will be responsible for developing and managing the EMEA Services Quality Management processes, providing standardization across the region.
As a Quality Lead, you will play a crucial role in the end to end business by ensuring that services meet set thresholds of acceptability.
You will also define Quality framework and plan, direct and coordinate quality assurance programs and formulate quality control policies.
This position will be aiming at improving the regional Services Organization's efficiency and profitability, by reducing waste.
The role is opened for the following locations, in a Hybrid setup: UK - Slough, Ireland - Dublin, France - Montbonnot, The Netherlands - Hengelo, Belgium - Groot-Bijgaarden, Spain - Barcelona, Sweden -Stockholm, Finland - Espoo, Germany - Bonn, Italy - Milan and Hungary Budapest.
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It is reporting to the EMEA Service Performance & Quality Manager.
Responsibilities:
- Lead the Quality Management function for EMEA Electrical Services to establish a culture of zero error & customer satisfaction improvement
- Collaborate with all process owners to ensure that all Quality process changes are approved by them, prior to implementation
- Capture Voice of the Customer VoC through customized surveys, developed and deployed for Services operational improvement
- Define and develop the Electrical Service Quality Management Framework aligned to Eaton Quality Management standards
- Carry out quality driven customer reviews with some key accounts across the region
- Ensure customer satisfaction is enhanced through the application of Lean initiatives and the development & deployment of robust standardized & sustainable processes throughout, aligned to Corporate Quality framework, policies & processes
- Monitor, analyze & report adherence to quality processes & policies and define corrective & improvement programs based on measured quality results
- Ensure that employees working in Service organization are aware of quality requirements
- Train Quality key professionals in best practices
- Work in close alignment with other Quality Leaders to ensure end-to-end customer experience improvement
- Provide operational leadership to the service organization
- Continuously search for ways to improve the way we do business, deploy new initiatives, and recommend new solutions based on analysis and client trends
- Develop strong business relationships with internal customers based on high quality customer service, integrity and Eaton values
Qualifications:
Education level:
- Bachelor's degree in Manufacturing, Engineering or Business operations is preferred or proven industry experience
Years and area of experience:
- 5+ years within a regional operations role
- Experience in electrical / mechanical, Utilities, Data Center industries is highly preferred
Technical knowledge:
- Power Distribution, Power Quality and/or EVCI product technical background is preferred
- Knowledge of field service offerings - installation & commissioning, maintenance and aftermarket services is of value
Soft skills:
- Strong communication and interpersonal skills able to represent EMEA Services at various levels
- Drive for financial results
- Able to influence change in people and processes
- Proactive mind-set with desire for clear accountability and ownership
- Determined to act as a role model in line with Eaton ethical standards of conduct and Eaton leadership value and attributes
- Fluent level in English language is required, due to high international exposure
- Ready to travel +/- 25% of the working time across the EMEA region
What we offer:
- Competitive compensation and benefits package
- Challenging projects in dynamic collaborative team
- Flexible working solutions (home office.) are implemented across different EMEA locations, check out with the site HR what type of flexible working solution is available for this role.
- We make your aspirations matter - Eaton encourages internal promotion, whenever possible and we make your growth matter - We invest in our employees for the long term - not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
- We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people's lives and the environment through power management technologies.
We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.
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