Job Overview

Department/Segment: Channel Business Unit
Business Unit: Distribution Channel

Role Statement
The Channel Quality Lead – North America is responsible for driving quality performance, complaint reduction, and distributor capability across the Channel Business. The role combines preventive quality leadership, escalation ownership, and people management, while acting as the key quality interface between distributors, Business Units, and TE’s global Channel Quality organization. The position leads a team of two resources in Mexico and focuses on enabling high-quality decision-making, reducing non-actionable complaints, and driving systemic improvements across the Channel. Transactional activities are mostly managed through a centralized Channel Quality Support Operations team.
Organizational Alignment / Reporting Line

Reports to: Global Channel Quality Leader

Direct Reports: 2 (Mexico-based)

Key Interfaces: Business Unit Quality Leads, Customer Care & Sales, Quality Support Operations (India), Distributor Quality Teams

Key Responsibilities
• Preventive Channel Quality Leadership: Lead pre-review of complex complaints and improve complaint quality.
• People Management: Lead and develop Mexico-based team.
• Escalation Ownership & BU Alignment: Manage escalations and ensure high-quality 8D responses.
• Regional Quality Performance: Drive KPI improvement and systemic actions.
• Distributor Development: Improve distributor capability and relationships.
• Interface Global Ops: Guide centralized execution and ensure quality output.
• Strategic Contribution: Support global quality initiatives.

Key Performance Measurements
• Unjustified complaint reduction
• Customer satisfaction improvement
• Distributor complaint quality improvement
• 8D effectiveness and timeliness
• Complaint avoidance through pre-review
• Team performance and development

Competencies / Skills
• Influencing & Stakeholder Management
• Communication & Executive Presence
• Coaching & Capability Development
• Collaboration & Team Orientation
• Problem Solving & Critical Thinking
• Ownership & Accountability
• Adaptability & Resilience
• Global Mindset & Cultural Awareness

Key Qualifications, Experience and Knowledge
Required: Bachelor’s degree, 8+ years Quality experience, customer/channel quality, leadership experience
Preferred: Electronics industry, Six Sigma, ASQ certifications, global matrix experience

Job Requirements

• Overseeing the team's effort in understanding and meeting customer requirements.
• Acting as a primary contact for customer complaints and escalations.
• Playing a key role in driving continuous cutomer-specific improvments.
• Providing regular updates and insights on customer satisfaction levels to management.

What your background should look like

Generally requires Bachelors degree in appropriate field or local equivalent with a minimum of 3 years of progressively responsible professional level experience

Competencies