Global Services Quality Leader

Job Description Summary

Global Services Quality Leader will lead a team of Region Quality Directors, Customer Quality Leaders and Field Quality Managers and be accountable for improving Quality outcomes for our customers and field services teams.

Job Description

Roles and Responsibilities

• Strategic Leadership:
  • Lead the implementation of a cohesive quality vision - in line with our Zero Defect Framework - with Customer and Field Services teams at its core
  • Drive transformational initiatives to improve read across for regions, reliability for our product, capability of our processes and reduction in cost of poor quality
  • Define and own enterprise quality goals, KPIs, and improvement initiatives
• Customer Engagement:
  • Engage in largest customer issues and ensure RCAs and corrective actions are sufficient and deployed globally
  • Represent the business on quality matters with customers, regulators, and external partners
  • Partner with Customer Services Engineering and improve speed and quality of issue resolution, inclusive of enhanced technical support through advanced tools and AI
• Internal Focus Areas:

• Operationalize framework for early identification High Risk Defect to meet reduction targets for Customer Events and Days-Lost-Generation (DLG)
• Support Successful Outage Score Improvement target for One Field Services, by avoiding repeat escapes that contribute to quality defects including - 1st attempt start-up failure, trips post start etc
• Lead the deployment of new Customer Experience MOR for Global Services and drive improvement in the Customer Experience Score
• Partner with ITR Region Leaders and OFS Region GMs, to develop and execute an action-plan to improve Glint survey score for Quality for the front-lines
• Lead the roll-out of "EXECUTE" Zero Defect Framework for One Field Services and partner cross-functionally to improvement the same for "WIN-DESIGN-BUY-BUILD"

• For roles outside of the USA- This role requires significant experience in the Quality & Quality Management. Knowledge level is comparable to a Master's degree from an accredited university or college ( or a high school diploma with relevant experience).
• For roles in USA - Master's degree from an accredited university or college (or a high school diploma / GED with at least 10 years of experience in Job Family Group(s)/Function(s)).
• Expertise in structured problem solving methodologies (such as A3, 8D, PSR, TapRooT, Shainin etc) and familiarity with GEV Lean Operating Method tools (MOR, Hoshin, Roadmap, Daily Management and Kaizen)
• Proven track record in leading global quality transformations (people, process and systems) and driving enterprise-level improvements to improve customer experience
• Knowledge of engineering, manufacturing, and supply chain processes, with deeper experience in field service-based businesses
• Experience supporting diverse customer bases and cross-functional teams across multiple regions, with high level of adaptability and resilience in managing complex, global challenges

• Systems Thinking: Ability to see how changes in one part of the process affect the entire value stream.
• Influencing Skills: Proven ability to lead change across functions without direct hierarchical authority.
• Data-Driven: A passion for using data to find the "signal in the noise" and prioritize the most impactful projects.
• Resilience: The tenacity to challenge the status quo and maintain high standards even under delivery pressure.
• This job will require travel >25% , may vary depending on location