What we believe in

At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. That's our story. Make it your story.

Your role and responsibilities

In this role, you will have the opportunity to support the deployment of the quality strategy for a local organizational unit, including quality culture, systems, tools, and competent teams with the aim to achieve and exceed customer expectations, while ensuring sustainable operations. Each day, you will assist the organization in achieving the right mix of prevention, continuous improvement, robust root cause analysis, quick response, and sustainable solutions to problems. You will also showcase your expertise by collaborating with local functions that impact the quality results to reach the targets for the organizational unit and aim for world-class performance.

The work model for the role is: #LI-Onsite

This role is contributing to the ELSP / ELDS in Monterrey Factory. Main stakeholders are Product Line Managers, Engineering and Operations Teams, Sales & Commercial, Post-Sales Services, Quality Department, key customers, and the Customer Quality Engineers team.

Global relocation/LTA support will not be considered for this position.

You will be mainly accountable for:

• Lead and manage the Customer Quality team, setting priorities, assigning resources, and ensuring team development and performance.

• Establish and oversee the complete customer complaint management process, from collection and measurement through root cause analysis and corrective actions, ensuring alignment with company standards.

• Define and implement Customer Quality strategies and Key Performance Indicators (KPIs) to track performance, identify trends, and drive continuous improvement across all customer touchpoints.

• Lead multidisciplinary teams in root cause analysis and the implementation of corrective and preventive actions at product line level, promoting a fact-based and data-driven culture.

• Manage customer case monitoring and escalation protocols, ensuring timely containments and resolution while maintaining compliance with warranty and service level agreements.

• Coordinate with post sales services, engineering, operations, and other departments to push improvement initiatives, tracking closure rates and measuring impact on customer satisfaction and cost reduction.

• Oversee warranty account management and cost allocation strategies, optimizing financial resources while ensuring proper case disposition compliance.

• Develop and promote the Customer Care Response Process across the organization, establishing metrics, training the team, and monitoring adherence.

• Drive identification and implementation of cost-saving and revenue-protection initiatives aligned with departmental targets, providing visibility to senior management.

• Champion the voice of the customer in new product development and design reviews, ensuring quality perspectives are integrated early in the product lifecycle.

• Build and maintain relationships with key customers, ensuring their concerns are addressed, and serving as the escalation point for critical issues.

• Prepare strategic reports, dashboards, and business reviews for senior management on customer quality performance and improvement initiatives.

• Supporting specific communication relevant to quality management in your area of responsibility.

• Assisting in continuously identifying and addressing risks and opportunities related to quality management in the local organization.

• Using quality data analytics from the organization to identify risks, failures, and non-conformances.

• Facilitating resolution of customer cases by following a robust root cause analysis and implementing preventive and corrective actions.

Our team dynamics
You will join a dynamic, talented, high performing team, where you will be able to thrive.

Qualifications for the role

• You enjoy working with core tools, 8D, RCA, and the Electrification and Switchboard product market

• You have 8 years of experience in Electric equipment and Switchboard
  (Optional: Working as Quality, Engineering Leader with Switchboard, ATO, Breakers)

• Highly adept in SalesForce and SAP, also PPS as a plus

• You are passionate about effective communication and stakeholder negotiation, captivated by building resilient and dynamic teams, and innovative around organizational excellence and process improvement.

• Degree in Electrical Engineering or related engineering disciplines.

• You are at ease communicating in Advanced English (verbal and written).

• Bachelor's degree in Electrical Engineer, Mechanical Engineer, Electronic Engineer, Mechatronic Engineer, Industrial Engineer, or related

Benefits

We also offer our employees the following benefits:

• Performance Bonus

• Saving fund

• Paid parental leave

• Life insurance

• Retirement plan

• Health and dental insurance

• Wellbeing program

• Flex days

• Employee Assistance Program (PAE)

• Access to development platforms: Spark, Harvard Manager Mentor and English Learning EF English Live School (EF)