Quality Rater Jobs in Houston, TX (NOW HIRING)

Director of Service Quality

Job Title: Director of Service Quality

Location: Hybrid in Houston, TX or Miami, FL office is preferred / Remote may be considered

Travel: ~ 50% field travel required, domestic and international

Reports To: VP of Quality

Position Summary

The Director of Service Quality is responsible for establishing, leading, and continuously improving the quality strategy for service, commissioning, field operations, and post-installation support. This role ensures that field quality issues are identified, contained, investigated, corrected, and prevented through disciplined problem solving, strong cross-functional execution, and effective quality governance. The Director will partner closely with Service, Commissioning, Engineering, Supplier Quality, Project Management, Operations, and Customer-facing teams to improve system reliability, reduce repeat failures, strengthen customer confidence, and drive a culture of accountability and continuous improvement.

Key Responsibilities

Develop and lead the Service Quality strategy, roadmap, and operating rhythm across field service, commissioning, warranty, customer escalations, and installed-base performance.

Establish and manage field quality processes for issue intake, containment, triage, root cause analysis, corrective and preventive action, verification of effectiveness, and recurrence prevention.

Lead cross-functional investigations of field failures involving equipment, installation, commissioning, controls, software, supplier components, workmanship, documentation, or process gaps.

Define and track service quality KPIs, including field failure rate, repeat failure rate, first-time fix rate, mean time to repair, mean time between failures, customer-impacting incidents, NCR cycle time, CAPA closure rate, and warranty cost drivers.

Partner with Project Engineering and Product Quality to translate field learnings into design improvements, reliability enhancements, service bulletins, installation standards, and product change priorities.

Collaborate with Supplier Quality to ensure supplier-related field failures are properly contained, escalated, investigated, and resolved through effective supplier corrective action plans.

Drive standardization of field inspection methods, service quality audits, defect classification, escalation thresholds, and customer-facing quality communications.

Lead quality reviews for critical customer issues, major field events, warranty claims, and systemic reliability concerns; ensure executive-level visibility and timely decision-making.

Promote a disciplined problem-solving culture using tools such as 8D, 5 Whys, fishbone analysis, fault-tree analysis, failure mode analysis, and data-driven prioritization.

Ensure service quality processes align with the company's Quality Management System, ISO 9001 expectations, document control requirements, NCR/CAPA workflows, and continuous improvement practices.

Qualifications

Bachelor's degree in Engineering, Quality, Reliability, Industrial Engineering, or a related technical field.

10+ years of progressive experience in service quality, field quality, reliability, product quality, supplier quality, operations quality, or technical service leadership.

5+ years of people leadership or cross-functional quality leadership experience in a technical, industrial, energy, manufacturing, infrastructure, or electro-mechanical environment.

Strong experience leading field issue resolution, root cause analysis, corrective action, and preventive action programs.

Demonstrated ability to analyze service data, quality trends, reliability performance, warranty drivers, and customer-impacting issues.

Working knowledge of Quality Management Systems, NCR/CAPA processes, document control, audit practices, and ISO 9001 principles.

Ability to influence cross-functional teams, suppliers, service partners, and senior leaders without relying solely on direct authority.

Willingness to travel to project sites, supplier locations, customer locations, and service events as required.

Six Sigma Green Belt, Black Belt, ASQ certification, ISO 9001 Lead Auditor, or equivalent quality/reliability certification.

Familiarity with electrical safety, commissioning protocols, supplier quality management, construction quality, and customer acceptance processes.

Experience building dashboards or quality reporting mechanisms using QMS, ERP, CRM, service management, or business intelligence platforms.