Massachusetts Jobs

MassHire JobQuest Logo

Job Information

Baker Hughes Quality Process Leader - Customer Issue Resolution & CAPA in BILLERICA, Massachusetts

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 assignedbusiness processes end-to-end:standardization, systems, reporting, KPIs, data governance, &continuous improvement

  • Implement aglobal template for the business processes

  • Train, supportand coach the business on the processes

  • Developbusiness KPI’s and analytics for the processes that you own

  • Establishenterprise level performance objectives

  • Provideinsights to the business teams related to performance and collaborate onimprovement plans

  • Participate inQuality Management Reviews (QMR)

  • Lead RCAs toidentify the root cause of non-conformances and ensure that appropriate andeffective corrective and preventive actions are implemented to eliminate theissue and prevent reoccurrence

  • Manage thebusiness RCA training program and mentor RCA leaders

  • Identifies andaction improvements of current processes with a focus on lean techniques andsimplification, using appropriate change management and communication tools

  • Performinternal audits

  • Support siteand function teams during external audits


  • Bachelor’s Degreefrom 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 5years of experience in Quality SystemPlanning and Quality Improvement methods

Eligibility Requirements:

  • Travel 25% ofthe time, as required

Desired Characteristics:

  • Bachelor’s orMaster’s Degree in “STEM” Majors (Science, Technology, Engineering and Math)from accredited college or university

  • Experience ina regulated manufacturing environment

  • Experienceleading Quality Management System operations

  • Demonstratedexpertise in quality standards such as: AS9100 or ISO9001-based regulatedindustry standards

  • Lead Auditor(IRCA) with proven industry audit experience

  • Knowledge ofcommon Quality tools and Continuous Improvement methods, including but notlimited to RCA, Six Sigma, Lean Manufacturing, 5S, SPC, DOE, and Gauge R&R

  • Demonstratedexpertise to effectively communicate within all levels of the organization

  • Experienceleading and implementing change

  • Exceptionalanalytical, problem solving & causal analysis skills

  • Strongtechnical aptitude (i.e. able to read & comprehend technical documentation& execute procedures)

  • Ability tocommunicate effectively in English (both written and oral)

  • Demonstratedexperience and proficiency with MS Office applications


  • Billerica, MA; Other US locations will be considered

This is your opportunity to learn more, do more, live the career you have imagined and be part of a truly diverse organization.

Baker Hughes 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. Learn more at

Job: Quality

Title: Quality Process Leader - Customer Issue Resolution & CAPA

Location: Massachusetts-BILLERICA

Requisition ID: 2001351