Company: Baker Hughes
Skills: QA / QC / Inspection
Experience: 9 + Years
Education: Bachelors/3-5 yr Degree
Location: Billerica, Massachusetts, United States
No location/work authorization restrictions found.

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 assigned business processes end-to-end: standardization, systems, reporting, KPIs, data governance, & continuous improvement
  • Implement a global template for the business processes
  • Train, support and coach the business on the processes
  • Develop business KPI's and analytics for the processes that you own
  • Establish enterprise level performance objectives
  • Provide insights to the business teams related to performance and collaborate on improvement plans
  • Participate in Quality Management Reviews (QMR)
  • Lead RCAs to identify the root cause of non-conformances and ensure that appropriate and effective corrective and preventive actions are implemented to eliminate the issue and prevent reoccurrence
  • Manage the business RCA training program and mentor RCA leaders
  • Identifies and action improvements of current processes with a focus on lean techniques and simplification, using appropriate change management and communication tools
  • Perform internal audits
  • Support site and function teams during external audits



  • Bachelor's Degree from 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 5 years of experience in Quality System Planning and Quality Improvement methods

Eligibility Requirements:

  • Travel 25% of the time, as required

Desired Characteristics:

  • Bachelor's or Master's Degree in "STEM" Majors (Science, Technology, Engineering and Math) from accredited college or university
  • Experience in a regulated manufacturing environment
  • Experience leading Quality Management System operations
  • Demonstrated expertise in quality standards such as: AS9100 or ISO9001-based regulated industry standards
  • Lead Auditor (IRCA) with proven industry audit experience
  • Knowledge of common Quality tools and Continuous Improvement methods, including but not limited to RCA, Six Sigma, Lean Manufacturing, 5S, SPC, DOE, and Gauge R&R
  • Demonstrated expertise to effectively communicate within all levels of the organization
  • Experience leading and implementing change
  • Exceptional analytical, problem solving & causal analysis skills
  • Strong technical aptitude (i.e. able to read & comprehend technical documentation & execute procedures)
  • Ability to communicate effectively in English (both written and oral)
  • Demonstrated experience 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