Responsibilities
- Create and execute a comprehensive service quality strategy covering field service, commissioning, warranty management, customer issue resolution, and performance of installed systems.
- Implement and oversee field quality procedures including issue reporting, short-term containment, triage, root cause investigation, corrective and preventive actions, effectiveness checks, and measures to prevent recurrence.
- Lead cross-functional teams in investigating field failures related to hardware, installation, controls, software, supplier parts, work quality, documentation, or process deficiencies.
- Define, monitor, and report key performance indicators for service quality such as field failure rates, repeat repairs, first-time fix success, repair duration, time between failures, customer-impacting events, non-conformance report cycle times, CAPA closure rates, and warranty cost trends.
- Work with engineering and product quality teams to convert field insights into design upgrades, reliability improvements, service advisories, installation guidelines, and product change initiatives.
- Coordinate with supplier quality teams to manage supplier-related field issues, ensuring proper containment, escalation, investigation, and resolution via effective corrective action plans.
- Advance standardization of field inspection techniques, quality audits, defect categorization, escalation criteria, and external quality communications.
- Lead quality assessments for high-priority customer issues, major field incidents, warranty claims, and systemic reliability risks, ensuring visibility at the executive level and timely resolution.
- Foster a culture of structured problem-solving using methodologies like 8D, 5 Whys, fishbone diagrams, fault tree analysis, failure mode evaluation, and data-based prioritization.
- Ensure all service quality processes comply with the organization’s Quality Management System, ISO 9001 standards, document control protocols, non-conformance and corrective action workflows, and continuous improvement principles.
Benefits
- Competitive base salary with eligibility for annual performance bonus
- Comprehensive medical, dental, and vision coverage
- 401(k) retirement plan with employer matching contribution
- Paid time off and observed company holidays
- Year-end Christmas bonus equivalent to 30 days of pay (Aguinaldo)
- Coverage for major medical expenses and life insurance
- Access to professional development and career growth programs
- Opportunity to grow within a purpose-driven team advancing clean energy solutions
Compensation
Competitive salary + annual performance-based bonus eligibility
Work Arrangement
Hybrid
Team
Mission-driven team shaping the future of clean energy
Work Arrangement
Hybrid — Houston, TX, Miami, FL
Other
Travel: ~50% field travel required, including domestic and international destinations
