Director of Service Quality

Director of Service Quality

Job Title: Director of Service Quality

Location: Hybrid in Houston, TX or Miami, FL office is preferred / Remote may be considered

Travel: ~ 50% field travel required, domestic and international

Reports To: VP of Quality

Position Summary

The Director of Service Quality is responsible for establishing, leading, and continuously improving the quality strategy for service, commissioning, field operations, and post-installation support. This role ensures that field quality issues are identified, contained, investigated, corrected, and prevented through disciplined problem solving, strong cross-functional execution, and effective quality governance. The Director will partner closely with Service, Commissioning, Engineering, Supplier Quality, Project Management, Operations, and Customer-facing teams to improve system reliability, reduce repeat failures, strengthen customer confidence, and drive a culture of accountability and continuous improvement.

Key Responsibilities

· Develop and lead the Service Quality strategy, roadmap, and operating rhythm across field service, commissioning, warranty, customer escalations, and installed-base performance.

· Establish and manage field quality processes for issue intake, containment, triage, root cause analysis, corrective and preventive action, verification of effectiveness, and recurrence prevention.

· Lead cross-functional investigations of field failures involving equipment, installation, commissioning, controls, software, supplier components, workmanship, documentation, or process gaps.

· Define and track service quality KPIs, including field failure rate, repeat failure rate, first-time fix rate, mean time to repair, mean time between failures, customer-impacting incidents, NCR cycle time, CAPA closure rate, and warranty cost drivers.

· Partner with Project Engineering and Product Quality to translate field learnings into design improvements, reliability enhancements, service bulletins, installation standards, and product change priorities.

· Collaborate with Supplier Quality to ensure supplier-related field failures are properly contained, escalated, investigated, and resolved through effective supplier corrective action plans.

· Drive standardization of field inspection methods, service quality audits, defect classification, escalation thresholds, and customer-facing quality communications.

· Lead quality reviews for critical customer issues, major field events, warranty claims, and systemic reliability concerns; ensure executive-level visibility and timely decision-making.

· Promote a disciplined problem-solving culture using tools such as 8D, 5 Whys, fishbone analysis, fault-tree analysis, failure mode analysis, and data-driven prioritization.

· Ensure service quality processes align with the company’s Quality Management System, ISO 9001 expectations, document control requirements, NCR/CAPA workflows, and continuous improvement practices.

Qualifications

· Bachelor’s degree in Engineering, Quality, Reliability, Industrial Engineering, or a related technical field.

· 10+ years of progressive experience in service quality, field quality, reliability, product quality, supplier quality, operations quality, or technical service leadership.

· 5+ years of people leadership or cross-functional quality leadership experience in a technical, industrial, energy, manufacturing, infrastructure, or electro-mechanical environment.

· Strong experience leading field issue resolution, root cause analysis, corrective action, and preventive action programs.

· Demonstrated ability to analyze service data, quality trends, reliability performance, warranty drivers, and customer-impacting issues.

· Working knowledge of Quality Management Systems, NCR/CAPA processes, document control, audit practices, and ISO 9001 principles.

· Ability to influence cross-functional teams, suppliers, service partners, and senior leaders without relying solely on direct authority.

· Willingness to travel to project sites, supplier locations, customer locations, and service events as required.

· Six Sigma Green Belt, Black Belt, ASQ certification, ISO 9001 Lead Auditor, or equivalent quality/reliability certification.

· Familiarity with electrical safety, commissioning protocols, supplier quality management, construction quality, and customer acceptance processes.

· Experience building dashboards or quality reporting mechanisms using QMS, ERP, CRM, service management, or business intelligence platforms.