At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.
This position reports to:
Quality Manager
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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)
What's in it for you
We empower you to take initiative, challenge ideas, and lead with confidence. You’ll grow through meaningful work, continuous learning, and support that’s tailored to your goals. Every idea you share and every action you take contributes to something bigger.
We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the world.
Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.
Ready to make an impact?
Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.
