Note: The job is a remote job and is open to candidates in USA. Delta Electronics Americas is seeking an Operations Excellence Director for Field Service to lead continuous improvement and operational governance across its AM Region service organization. The role oversees programs spanning quality and safety, spare parts, authorized service providers, business management, and field force efficiency to improve margins, customer satisfaction, and service-business growth.
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 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
- 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
- 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
- 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
- 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
- Bachelor's degree in Engineering, Operations Management, Business, or related field
- 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
- Demonstrated ownership of spare parts strategy, vendor/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 track record of leading cross‑functional teams, influencing senior stakeholders, and delivering measurable operational improvements
- Converts strategy into executable programs and measurable outcomes
- Uses metrics and root‑cause analysis to prioritize and validate improvements
- Builds strong cross‑functional relationships with Supply Chain, Quality, Sales, Finance, and Product teams
- Skilled at change management, training, and scaling new processes across regions
- Balances operational efficiency with exceptional customer experience
- Understands margin drivers and commercial levers in a service profit center
- MBA or advanced degree
- Black/Green Belt
Benefits
- Remote work arrangement
- Comprehensive benefits
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