Service Quality Manager

About the role

We empower smarter business operations by connecting equipment, software, and services to protect, control and optimize assets within electrical infrastructures. The business provides customers, across various industries, with end-to-end product and service solutions ensuring the reliability and protection of their electrical infrastructure.

The Service Quality Manager leads the Field Service quality team and is responsible for driving quality, compliance, audits, corrective actions, and continuous improvement across service operations. This role partners with cross-functional teams to improve service consistency, reduce quality issues, enhance customer satisfaction, and build a strong culture of quality and safety.

Responsibilities

• Develop and execute a Field Service quality strategy aligned with OmniOn Power’s business objectives, customer expectations, and operational priorities.
• Partner with Global Operations Quality to align Field Service processes, metrics, audit practices, corrective-action programs, and continuous-improvement initiatives with OmniOn Power’s global quality management system.
• Establish, maintain, and continuously improve the Field Service quality management system, including procedures, work instructions, audit requirements, documentation standards, and performance controls.
• Develop and manage a risk-based audit program for field service installations, commissioning, maintenance, testing, engineering deliverables, and third-party contractor projects.
• Analyze quality data, customer feedback, repeat visits, service failures, warranty claims, rework, and nonconformances to proactively identify risks and improvement opportunities.
• Lead or review root cause and corrective action investigations to ensure service failures are thoroughly evaluated, root causes are identified, and corrective and preventive actions are effectively implemented.
• Establish methods to verify the effectiveness and long-term sustainability of corrective actions.
• Develop quality metrics, scorecards, dashboards, and management reviews that provide clear visibility into Field Service performance and emerging risks.
• Support customer audits, quality reviews, and investigations involving Field Service performance.
• Lead continuous improvement initiatives that reduce the cost of poor quality, eliminate nonvalue added activities, improve first time quality, and increase customer satisfaction.
• Directly manage Quality Specialists, including hiring, onboarding, performance management, coaching, employee development, workload prioritization, and succession planning.

Qualifications

• Bachelor’s degree from an accredited college or university, or an equivalent combination of education and relevant professional experience.
• At least five years of experience in quality, reliability, continuous improvement, field service, construction, manufacturing, engineering, or a related technical environment.
• At least two years of direct people leadership or supervisory experience, including responsibility for employee performance, development, and workload prioritization.
• Experience with TL 9000, ISO 9001, or comparable quality management systems.
• Experience conducting audits, managing nonconformances, and leading root cause and corrective action investigations.
• Ability to travel as necessary to customer sites, project locations, and OmniOn Power facilities.

Preferred Qualifications

• Six Sigma Green Belt or Black Belt certification.
• Certified Quality Engineer, Certified Quality Auditor, or a similar professional certification.
• Experience with power system design, manufacturing, installation, commissioning, testing, maintenance, or failure analysis.
• Working knowledge of AC and DC power systems used in telecommunications, data center, industrial, or other critical infrastructure environments.
• Knowledge of telecommunications equipment, installation practices, engineering requirements, and applicable codes or standards.
• Proficiency with quality management systems, structured problem solving methods, statistical analysis, and continuous improvement tools.
• Experience developing and managing audit programs for field technicians, service projects, or third-party contractors.
• Ability to read, interpret, and apply technical drawings, specifications, scopes of work, installation standards, and customer requirements.
• Strong analytical, organizational, communication, and change management skills.
• Ability to influence cross-functional teams and drive improvements within a matrixed organization.