Director of Service Quality

ON.energy is building the backbone of energy and AI infrastructure powering grid-safe data centers and mission-critical facilities. The company supplies and operates hyperscale power systems that solve the toughest resilience challenges, delivering custom solutions for AI data centers, mission-critical facilities, and front-of-the-meter assets. ON recently announced a 5GW partnership, with 3GW currently under construction across multiple hyperscale data center campuses. With patented technology and proprietary software, ON.energy develops projects worldwide that set new benchmarks for resilience. 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.