Mar 24, 2020

Quality Process Leader - Customer Issue Resolution & CAPA

  • Baker Hughes
  • Billerica, MA, USA
Full Time Permanent Maintenance & Inspection

Job Description

Role Summary:

The purpose of this role is to provide global leadership within the Baker Hughes Digital Solutions business for key Quality processes, including customer complaint management, customer issue resolution (CIR), root cause analysis (RCA), and corrective and preventive actions (CAPA). In addition, the Process Leader will establish, track, and trend KPIs and process metrics to achieve quality outcomes and continuously improve our customer experience.

Essential Responsibilities:

In the role of Quality Process Leader - Customer Issue Resolution & CAPA, you will:
  • Own assigned business processes end-to-end: standardization, systems, reporting, KPIs, data governance, & continuous improvementImplement a global template for the business processes Train, support and coach the business on the processesDevelop business KPI's and analytics for the processes that you ownEstablish enterprise level performance objectivesProvide insights to the business teams related to performance and collaborate on improvement plansParticipate in Quality Management Reviews (QMR)Lead RCAs to identify the root cause of non-conformances and ensure that appropriate and effective corrective and preventive actions are implemented to eliminate the issue and prevent reoccurrenceManage the business RCA training program and mentor RCA leadersIdentifies and action improvements of current processes with a focus on lean techniques and simplification, using appropriate change management and communication toolsPerform internal auditsSupport site and function teams during external audits

  • Bachelor's Degree from an accredited college or university OR a High School Diploma/GED with a minimum of 9 years of experience in Quality System Planning and Quality Improvement methods.Minimum 5 years of experience in Quality System Planning and Quality Improvement methods

Eligibility Requirements:
  • Travel 25% of the time, as required

Desired Characteristics:
  • Bachelor's or Master's Degree in "STEM" Majors (Science, Technology, Engineering and Math) from accredited college or universityExperience in a regulated manufacturing environmentExperience leading Quality Management System operationsDemonstrated expertise in quality standards such as: AS9100 or ISO9001-based regulated industry standardsLead Auditor (IRCA) with proven industry audit experienceKnowledge of common Quality tools and Continuous Improvement methods, including but not limited to RCA, Six Sigma, Lean Manufacturing, 5S, SPC, DOE, and Gauge R&RDemonstrated expertise to effectively communicate within all levels of the organizationExperience leading and implementing changeExceptional analytical, problem solving & causal analysis skillsStrong technical aptitude (i.e. able to read & comprehend technical documentation& execute procedures) Ability to communicate effectively in English (both written and oral)Demonstrated experience and proficiency with MS Office applications

  • Billerica, MA; Other US locations will be considered

Baker Hughes Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

About Us:

At Baker Hughes, we are transforming the future of energy. With operations in over 120 countries, we are developing and deploying industry-leading technologies and services to take energy forward.

For more than a century, our inventions have revolutionized energy. Today, we are bringing our expertise to make oil and gas safer, cleaner, and more efficient.

Our people are the trusted experts, relied on to solve customer challenges big and small. We invest in the health and well-being of our workforce, train and reward talent, and develop leaders at all levels to bring out the best in each other.

We believe in creating an environment of diversity and inclusion, without bias. We know we are better when all of our people are developed, engaged, and able to bring their whole authentic selves to work.

We're makers, inventors, and leaders who aren't afraid of the tough challenges. We believe pushing boundaries will help to lead the way for a new energy future.



Posted Date

Mar 24, 2020