Operations Excellence Director

Who We Are: Delta Electronics is a global innovator at the forefront of technologies powering the future. Since 1971, we’ve been leading the way in high-efficiency power and thermal management solutions. Today, we’re driving transformation across industries with smart, sustainable systems that enable everything from AI, industrial automation, and data centers to EV charging, renewable energy, and intelligent buildings. Role Summary The Operations Excellence Director for Field Service will lead continuous improvement and operational governance across the company’s AM Region service organization. Reporting to the Sr. Director of Services, this role owns cross‑functional programs that improve Quality and Safety, optimize Spare Parts performance, strengthen Authorized Service Provider (ASP) networks, elevate Business Management discipline, and maximize Field Force Efficiency. The Director will translate strategy into measurable operational improvements that protect margin, increase customer satisfaction, and scale the service business as a profit center. Key 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 Success Metrics and KPIs Safety : Total Recordable Incident Rate (TRIR) and severity metrics Quality : Repeat visit rate; first‑time fix rate (FTFR); warranty claim rate. Spare Parts: Parts availability; inventory turns; stock‑out frequency; parts cost as % of service revenue ASP : ASP compliance score; ASP NPS; percentage of work performed by certified ASPs Business : Service gross margin; cost‑to‑serve; service revenue growth vs. plan Field Efficiency: Technician utilization; average travel time per job; mean time to repair (MTTR); on‑time arrival rate Customer : Service NPS; SLA attainment Minimum 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…

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