· 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.