About this role
Key Responsibilities Quality Excellence & Continuous Improvement Lead quality excellence initiatives across products, service operations, supply chain, and partner networks. Identify systemic quality issues and drive sustainable improvement actions. Establish and monitor quality improvement roadmaps. Drive continuous improvement projects using Lean, Six Sigma, and structured problem-solving methodologies. Promote best practices and lessons learned across regions and functions. Product Failure Analysis & Root Cause Investigation Lead detailed investigations of product failures observed in the field. Analyze warranty returns, customer complaints, service center findings, and reliability data. Validate effectiveness of corrective and preventive actions. Perform deep-dive failure analysis to identify root causes and failure mechanisms. Coordinate technical reviews and corrective actions with Engineering, Product Management, Quality, Suppliers, and Manufacturing Partners. Product Reliability Improvement Monitor product reliability performance across Africa markets. Identify recurring product issues and reliability risks. Support reliability validation and verification activities. Drive initiatives to improve durability, robustness, and overall product performance. Provide technical recommendations based on field learning and failure analysis. Customer Experience Improvement Identify quality issues impacting customer satisfaction and product adoption. Work closely with Customer Experience, Service Operations, and Commercial teams to reduce customer pain points. Lead initiatives aimed at reducing repeat failures, service visits, and warranty claims. Drive improvements in customer satisfaction and overall product ownership experience. Cross-Functional Collaboration Act as the focal point for quality improvement initiatives across Africa. Coordinate with: Product Management Product Quality Teams Engineering Service Operations Supply Chain Suppliers Contract Manufacturers Ensure timely implementation and closure of improvement actions. Data Analytics & Performance Management Develop and maintain quality dashboards and performance reports. Analyze trends related to: Product Returns Warranty Claims Customer Complaints Service Center Defects Repeat Failures Product Reliability Present actionable insights and recommendations to leadership teams. Qualifications Education Bachelor's Degree in Electronics Engineering, Electrical Engineering, Mechatronics, Mechanical Engineering, Industrial Engineering, or a related discipline. A Master's Degree is an added advantage. Experience >5 years of experience in: Quality Engineering Reliability Engineering Product Quality Customer Quality Continuous Improvement Field Quality Experience in Consumer Electronics, Solar Products, Energy Storage Systems, Inverters, Batteries, Home Appliances, Telecommunications Equipment, or related industries.
Skills
Communication