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. 

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Job Overview

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 OmniOn Power’s Field Service organization. The position ensures alignment between Field Service priorities and OmniOn Power’s 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 OmniOn Power standards.

Key Responsibilities

Quality Strategy and Governance

• 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.

• 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.

Quality Assurance and Control

• 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.

Continuous Improvement

• 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.

People Leadership and Development

• Directly manage Quality Specialists, including hiring, onboarding, performance management, coaching, employee development, workload prioritization, and succession planning.

• Establish team goals, individual performance expectations, development plans, and work priorities aligned with Field Service and Global Operations Quality objectives.

• Provide clear leadership, direction, and accountability for employees responsible for field audits, quality assurance, corrective actions, process compliance, and continuous-improvement activities.

• Build team capability through technical training, quality-system education, mentoring, and professional development.

• Partner with Human Resources, Field Service leadership, and Global Operations Quality to ensure the Field Service quality organization is appropriately staffed, trained, assessed, and developed to support continued business growth.

• Foster a collaborative, accountable, and customer focused culture that encourages employee engagement and continuous improvement.

Basic 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.