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.
