Role SummaryThe Operations Excellence Director for Field Service will lead continuous improvement and operational governance across the company's AM Region service organization. Reporting to the Sr. Director of Services, this role owns cross-functional programs that improve Quality and Safety, optimize Spare Parts performance, strengthen Authorized Service Provider (ASP) networks, elevate Business Management discipline, and maximize Field Force Efficiency. The Director will translate strategy into measurable operational improvements that protect margin, increase customer satisfaction, and scale the service business as a profit center.
Key Responsibilities- Quality and Safety
- Develop and maintain regional quality and safety standards, policies, and audit programs
- Lead root cause analysis and corrective action programs for recurring failures and safety incidents
- Drive continuous improvement initiatives (Lean, Six Sigma) to reduce defects, rework, and safety events
- Partner with Product Quality, R&D, and Regulatory to close the loop on field feedback
- Spare Parts
- Own spare parts strategy: forecasting, inventory targets, SKU rationalization, and obsolescence management
- Implement metrics and processes to improve parts availability, reduce lead times, and lower carrying costs
- Coordinate with Supply Chain, Procurement, and Logistics to optimize regional replenishment and local stocking models
- Define serviceable parts policies and pricing guidelines to protect service margin
- Authorized Service Provider Management
- Build and govern the ASP program: selection criteria, onboarding, certification, performance management, and commercial terms
- Create ASP scorecards and remediation plans; run regular business reviews
- Design incentives and training programs to align ASP behavior with company standards and customer outcomes
- Business Management
- Establish and enforce service operating model, governance, and financial controls across the Americas
- Drive service P&L discipline: margin improvement, cost-to-serve optimization, and revenue growth levers
- Standardize reporting, forecasting, and KPI dashboards for leadership and regional managers
- Lead cross functional initiatives (pricing, warranty policy, contract terms) to improve predictability and profitability
- Field Force Efficiency
- Improve technician productivity through scheduling optimization, skills alignment, remote support, and first time fix initiatives
- Deploy workforce management best practices and tools (capacity planning, utilization, travel optimization)
- Champion digital enablement (mobile tools, knowledge bases, remote diagnostics) to reduce on site time and repeat visits
- Set targets and run programs to improve response times, utilization, and technician retention
Success Metrics and KPIs- Safety: Total Recordable Incident Rate (TRIR) and severity metrics
- Quality: Repeat visit rate; first-time fix rate (FTFR); warranty claim rate.
- Spare Parts: Parts availability; inventory turns; stock-out frequency; parts cost as % of service revenue
- ASP: ASP compliance score; ASP NPS; percentage of work performed by certified ASPs
- Business: Service gross margin; cost-to-serve; service revenue growth vs. plan
- Field Efficiency: Technician utilization; average travel time per job; mean time to repair (MTTR); on-time arrival rate
- Customer: Service NPS; SLA attainment
Minimum Qualifications- Education: Bachelor's degree in Engineering, Operations Management, Business, or related field
- Experience: 10+ years in field service, aftermarket, or operations roles in a multi-national OEM or complex service environment; 5+ years in a senior leadership role
- Functional Expertise: Demonstrated ownership of spare parts strategy, vendor/partner management, service P&L, and continuous improvement programs
- Technical Skills: Strong data analytics capability; experience with ERP, FSM/WFM, and BI tools; familiarity with Lean/Six Sigma methodologies
- Leadership: Proven track record of leading cross-functional teams, influencing senior stakeholders, and delivering measurable operational improvements
- Travel: Willingness to travel domestically and internationally; up to 50%
Core Competencies and Behaviors- Strategic Operator: Converts strategy into executable programs and measurable outcomes
- Data Driven: Uses metrics and root-cause analysis to prioritize and validate improvements
- Collaborative Influencer: Builds strong cross-functional relationships with Supply Chain, Quality, Sales, Finance, and Product teams
- Change Leader: Skilled at change management, training, and scaling new processes across regions
- Customer Focused: Balances operational efficiency with exceptional customer experience
- Commercially Savvy: Understands margin drivers and commercial levers in a service profit center
Preferred Qualifications- MBA or advanced degree
- Black/Green Belt
Benefit at Delta Electronics AmericasBenefit at Delta Electronics Americas: Life at Delta
You will be joining one of the world's leaders in technology as they grow their presences in North America. This role offers a competitiive salary package, comprehensive benefits, and the opportunity to work with a dynamic team in a fast-paced and innovative environment. If you are a self-starter with a passion for technology and a committment to customer satisfaction, this is the job for you.
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