Americas Field Service Excellence Leader

Delta Electronics Americas; United States; On-site; USD 180,000 - 280,000; Full time

Job summary

Delta Electronics Americas is seeking an Operations Excellence Director for Field Service in the AM region. You will lead continuous improvement, governance, and cross-functional programs to protect margins, improve safety, and scale the service business as a profit center.

You will own spare parts, ASP networks, and field force efficiency, collaborating with Quality, R&D, Supply Chain, and Finance. Travel up to 50% may be required in this global role.

Qualifications

• Education: Bachelor’s degree in Engineering, Operations Management, Business, or related field.
• Experience: 10+ years in field service, aftermarket, or operations roles in a multi‑national OEM or complex service environment; 5+ years in a senior leadership role
• Functional Expertise: Demonstrated ownership of spare parts strategy, vendor/partner management, service P&L, and continuous improvement programs
• Technical Skills: Strong data analytics capability; experience with ERP, FSM/WFM, and BI tools; familiarity with Lean/Six Sigma methodologies
• Leadership: Proven track record of leading cross‑functional teams, influencing senior stakeholders, and delivering measurable operational improvements
• Travel: Willingness to travel domestically and internationally; up to 50%

Responsibilities

• Quality and Safety: 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 continuous improvement initiatives (Lean, Six Sigma) to reduce defects, rework, and safety events
• Partner with Product Quality, R&D, and Regulatory to close the loop on field feedback
• Spare Parts: Own spare parts strategy: 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
• Authorized Service Provider Management: Build and govern the ASP program: selection criteria, onboarding, certification, performance management, and commercial terms
• Create ASP scorecards and remediation plans; run regular business reviews
• Design incentives and training programs to align ASP behavior with company standards and customer outcomes
• Business Management: Establish and enforce service operating model, governance, and financial controls across the Americas
• Drive service P&L discipline: margin improvement, cost-to-serve optimization, and revenue growth levers
• Standardize reporting, forecasting, and KPI dashboards for leadership and regional managers
• Lead cross functional initiatives (pricing, warranty policy, contract terms) to improve predictability and profitability
• Field Force Efficiency: Improve technician productivity through scheduling optimization, skills alignment, remote support, and first time fix initiatives
• Deploy workforce management best practices and tools (capacity planning, utilization, travel optimization)
• Champion digital enablement (mobile tools, knowledge bases, remote diagnostics) to reduce on site time and repeat visits
• Set targets and run programs to improve response times, utilization, and technician retention

Skills

Data analytics

Lean Six Sigma

Leadership

Cross-functional collaboration

Travel 50%

Education

Bachelor's degree in Engineering, Operations Management, Business, or related field

Tools

ERP systems

FSM/WFM

BI tools

Job description

Delta Electronics Americas is seeking an Operations Excellence Director for Field Service in the AM region. You will lead continuous improvement, governance, and cross-functional programs to protect margins, improve safety, and scale the service business as a profit center.

You will own spare parts, ASP networks, and field force efficiency, collaborating with Quality, R&D, Supply Chain, and Finance. Travel up to 50% may be required in this global role.