Service Quality Manager

Service Quality Manager

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. We provide the latest industry insights and technology to develop solutions needed to meet customers evolving challenges, including innovative critical power solutions designed for high reliability and performance.

Our culture is one of quality and operational excellence fueled and supported by talented people, tools and processes, and expertise.

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.

The Service Quality Manager reports directly to the Director, Technical Service, with a dotted-line reporting relationship to Director, Quality Operations. This is a people leadership position with direct management responsibility for the Field Service quality team.

The Service Quality Manager is responsible for establishing, maintaining, and continuously improving a strong quality culture across Omni On Powers Field Service organization. The position ensures alignment between Field Service priorities and Omni On Powers global quality strategy, standards, governance, and continuous-improvement initiatives.

The Service Quality Manager will lead quality assurance, quality control, compliance, and continuous improvement initiatives supporting Field Service operations. This position will collaborate closely with Field Service leadership, Global Operations Quality, regional management, technicians, Engineering, Project Management, Operations, Safety, and third-party service partners to ensure projects are completed safely, consistently, and in accordance with customer requirements and Omni On Power standards.

• Develop and execute a Field Service quality strategy aligned with Omni On Powers 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 Omni On Powers 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.
• Support compliance with applicable internal standards, customer requirements, regulatory requirements, and TL 9000 and ISO quality management principles.
• Promote a strong safety culture and ensure safety, quality, and operational-improvement activities are closely integrated.

• 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.
• Serve as the primary Field Service quality contact for customer quality, reliability, and corrective action matters.

• Lead continuous improvement initiatives that reduce the cost of poor quality, eliminate nonvalue added activities, improve first time quality, and increase customer satisfaction.
• Partner with regional Field Service Leaders to standardize service delivery practices and improve consistency across technicians, regions, customers, and third-party service partners.
• Use quality data and operational analytics to identify trends, recurring issues, and opportunities to improve service delivery and project execution.
• Work with Supply Chain and Field Service leadership to establish qualification, audit, and performance management requirements for third-party service providers.

• Directly manage Quality Specialists, including hiring, onboarding, performance…