Global Services Quality Leader

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

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 the largest customer issues and ensure root cause analyses 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 to improve the speed and quality of issue resolution, including enhanced technical support through advanced tools and AI.

• Internal Focus Areas:

  • Operationalize framework for early identification of high-risk defects to meet reduction targets for Customer Events and Days-Lost-Generation (DLG).
  • Support successful outage score improvement targets for One Field Services by avoiding repeat escapes that contribute to quality defects, such as first attempt start-up failures and trips.
  • Lead the deployment of the new Customer Experience Management on Record (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 scores for quality among the front lines.
  • Lead the roll-out of the “EXECUTE” Zero Defect Framework for One Field Services and partner cross-functionally to improve the same for “WIN-DESIGN-BUY-BUILD.”

• Team Development:

  • Lead, develop, and inspire a multi-regional, highly mature quality organization.
  • Enhance the culture of breakthrough thinking and the adoption of GEV lean operating method tools.

Requirements

• For roles outside of the USA: Significant experience in Quality & Quality Management, knowledge level comparable to a Master's degree from an accredited university or college (or a high school diploma with relevant experience).
• For roles in the USA: Master's degree from an accredited university or college (or a high school diploma / GED with at least 10 years of experience in relevant job family groups/functions).
• 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 enhance 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 a high level of adaptability and resilience in managing complex global challenges.

Desired Characteristics

• 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 identify 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%, which may vary depending on location.