Director of Service Quality

is building the backbone of energy and AI infrastructure powering grid-safe data centers and mission-critical facilities. The company supplies and operates hyperscale power systems that solve the toughest resilience challenges delivering custom solutions for AI data centers mission-critical facilities and front-of-the-meter assets. ON recently announced a 5GW partnership with 3GW currently under construction across multiple hyperscale data center campuses. With patented technology and proprietary softwaredevelops projects worldwide that set new benchmarks for resilience.

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 companys Quality Management System ISO 9001 expectations document control requirements NCR/CAPA workflows and continuous improvement practices.

Qualifications

Bachelors 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.

For US-based roles - What youll get:

• Competitive salary annual performance-based bonus eligibility
• Medical dental and vision insurance
• 401(k) with company match
• Paid time off and company holidays

For Mexico-based roles - What youll get:

• Competitive salary annual performance bonus eligibility
• Christmas Bonus (Aguinaldo): 30 days
• Major medical expenses and life insurance
• Paid time off and holidays (per local policy)

For all roles:

• Professional development and growth opportunities
• Opportunity to grow with a mission-driven team shaping the future of clean energy
• Equal Opportunity: is committed to equal employment opportunity and to maintaining a work environment free of harassment discrimination or retaliation.
• Accommodations: If you need an accommodation during the application process email
• Benefits vary by role and location and are subject to change.

Agency Notice: does not accept unsolicited resumes from staffing agencies search firms or third-party recruiters. Resumes submitted without a fully executed Master Services Agreement (MSA) and a written request from an authorized member of our Talent Acquisition team will be considered the property of . No placement fees or compensation will be paid for unsolicited candidate submissions.