Field Service Quality Manager

Mitsubishi Heavy Industries, Ltd.

1d

About The Position

The Field Service Quality Manager leads the field service quality program to ensure safe, compliant, and consistent execution across outage, maintenance, commissioning, and repair activities. This role owns field quality governance, including standards, inspection and hold points, audits, and surveillance, and leads structured problem solving (RCA/8D) and corrective and preventive actions (CAPA) to improve first-time quality, reduce rework, and enhance customer satisfaction. The position partners closely with Operations, Outage Services, Safety/EHS, Supply Chain, and Customer teams and serves as the voice of quality during planning and execution reviews.

Requirements

• Bachelor’s degree in Engineering or related discipline, or equivalent practical experience.
• 10+ years of experience in field service, outage execution, service operations, or quality; turbomachinery or power generation experience preferred.
• Demonstrated success applying structured problem-solving and CAPA methodologies (RCA/8D) to achieve measurable reductions in repeat issues and rework.
• Experience leading field audits or surveillance programs and closing findings across multiple sites or projects.
• Strong analytical, reporting, and stakeholder communication skills with the ability to influence without direct authority.
• Proficiency with field service management systems and quality documentation platforms.

Responsibilities

• Own and continuously improve field-service quality governance, including QMS deployment, procedures, checklists, inspection points, and document control aligned to ISO 9001 principles.
• Develop, implement, and maintain Inspection & Test Plans (ITPs), Quality Control Plans, and turnover documentation for outage and maintenance execution.
• Execute a risk-based field audit and surveillance program, including job observations and supplier/third-party oversight, and ensure timely closure of findings.
• Define, track, and improve key quality KPIs such as first-time quality (FTQ), NCR/NCM rate, escape rate, CAPA cycle time, and customer quality metrics.
• Lead containment, escalation, and verification activities for field quality risks, including stop-work/hold points and customer notification as required.
• Facilitate structured problem solving for field quality events using RCA/8D methodologies and govern the CAPA lifecycle through effectiveness verification.
• Translate lessons learned into standard work, SOPs, training content, inspection checklists, and readiness requirements across sites.
• Partner cross-functionally with Engineering, Operations, Planning, Training, Supply Chain, Safety/EHS, and Customer teams to prevent escapes and improve execution readiness.
• Prepare and deliver post-outage quality reviews, dashboards, audit summaries, and executive-ready reporting on trends, risks, and recommendations.
• Lead customer quality investigations and escalations, coordinating response plans and ensuring clear, timely communication.
• Coach and develop field leaders, supervisors, and technicians on quality expectations, documentation discipline, and error-proofing practices.
• Support compliance with regulatory, contractual, customer, and internal requirements and participate in readiness and gate reviews.
• Provide leadership insight on quality trends, risk hotspots, and capability gaps and contribute to long-range field service process and workforce planning.
• Travel up to 50% as required.

Benefits

• Excellent Benefits (Medical, Dental, Vision & 401K Matching).
• Excellent development programs and advancement opportunities.
• Tuition reimbursement and on-the-job training.
• Paid vacation, sick time, and holidays.
• Committed to quality products and services.
• Great working environment and culture.
• Employee Appreciation Programs and Event.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level