Operations Excellence Director

Delta Electronics (Americas) Ltd.•,

About The Position

The Operations Excellence Director for Field Service leads continuous improvement and operational governance across Delta Electronics’ AM Region service organization. Reporting to the Sr. Director of Services, the Director owns cross-functional programs to improve quality and safety, optimize spare parts performance, strengthen Authorized Service Provider (ASP) networks, elevate business management discipline, and maximize field force efficiency. The role translates strategy into measurable operational improvements that protect margin, increase customer satisfaction, and scale the service business as a profit center. The Director develops regional operating standards, policies, audit programs, and performance metrics; drives corrective actions and process improvements; and coordinates with functions including Supply Chain, Procurement, Logistics, Product Quality, R&D, Regulatory, Sales, and Finance. The role oversees service operating-model governance and financial controls, service P&L performance, ASP program management, spare parts strategy, and workforce productivity. Success is measured through safety, quality, parts, ASP, business, field-efficiency, and customer KPIs. The position requires willingness to travel domestically and internationally, up to 50%. Delta describes the opportunity as offering a competitive salary package, comprehensive benefits, and work with a dynamic team in a fast-paced, innovative environment.

Requirements

Bachelor’s degree in Engineering, Operations Management, Business, or a related field.
At least 10 years of experience in field service, aftermarket, or operations roles in a multinational OEM or complex service environment.
At least 5 years of experience in a senior leadership role.
Demonstrated ownership of spare parts strategy, vendor or partner management, service P&L, and continuous improvement programs.
Strong data analytics capability.
Experience with ERP, FSM/WFM, and BI tools.
Familiarity with Lean/Six Sigma methodologies.
Proven ability to lead cross-functional teams, influence senior stakeholders, and deliver measurable operational improvements.
Willingness to travel domestically and internationally, up to 50%.

Nice To Haves

MBA or advanced degree.
Black Belt or Green Belt.

Responsibilities

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 Lean and Six Sigma continuous improvement initiatives to reduce defects, rework, and safety events.
Partner with Product Quality, R&D, and Regulatory to address field feedback.
Own spare parts strategy, including 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.
Build and govern the Authorized Service Provider (ASP) program, including selection, onboarding, certification, performance management, and commercial terms.
Create ASP scorecards and remediation plans, and conduct regular business reviews.
Design ASP incentives and training programs aligned with company standards and customer outcomes.
Establish and enforce the service operating model, governance, and financial controls across the Americas.
Drive service P&L discipline, including margin improvement, cost-to-serve optimization, and revenue growth.
Standardize reporting, forecasting, and KPI dashboards for leadership and regional managers.
Lead cross-functional pricing, warranty-policy, and contract-terms initiatives to improve predictability and profitability.
Improve technician productivity through scheduling optimization, skills alignment, remote support, and first-time-fix initiatives.
Deploy workforce management practices and tools for capacity planning, utilization, and travel optimization.
Promote digital enablement through mobile tools, knowledge bases, and remote diagnostics to reduce onsite time and repeat visits.
Set targets and run programs to improve response times, utilization, and technician retention.
Track and improve KPIs covering safety, quality, spare parts, ASP performance, business results, field efficiency, and customer outcomes.