Quality and Continuous Improvement Field and Service Specialist

Quality and Continuous Improvement Field and Service Specialist Job Description

The Quality & Continuous Improvement (Q&CI) Field and Service Specialist will be responsible for coordinating within NAM the Installation and Commissioning, product and systems reliability requirements in alignment with the Global Quality & Operations as well as the Product Reliability Program initiatives. This individual will be responsible for ensuring proper and timely coordination for the resolution of Installation, Commissioning, warranty and after sales processes, product and equipment failures, serving as the liaison between the Quality & CI Project Quality Managers, the Installation, Commissioning and After Sales Team at the Global Center of Competence and other relevant functional teams.

This individual will also integrate the Quality Management System and Continuous Improvement (Lean and 6 Sigma) methodologies and activities within the Service department and will serve as a generator and coordinator of ideas for improvements, implementation strategies and predictive analysis. Will ensure that timely and effective results of the process improvements are accomplished. In addition, will provide daily support to the service team in other process and product quality matters, along with the coordination of the resources required to plan, train, and implement quality and effective reliability improvements.

• Follow the Corporate Quality Framework, improvement plans, and Global Reliability Program expectations.
• Collaborate with PQMs to execute and monitor Quality Plans, master test plans, and system status for site activities.
• Provide Quality Induction training to site personnel.
• Review and approve quality documentation for accuracy and completeness (e.g., test certificates, checklists).
• Ensure quality control plans (ITP, ITR) and erection documentation are communicated to site teams and contractors.
• Oversee inspection and testing during Civil, Mechanical, Electrical erection and commissioning, ensuring proper documentation and validation.
• Implement and continuously monitor Quality Control processes at site.
• Support deployment of the Site Quality Audit Program, including contractors and internal audits.
• Monitor contractor compliance with Quality requirements and follow up contractor corrective actions whenever required.
• Investigate failures through root cause analysis, coordinating with global teams for resolution and reporting.
• Identify and reduce the cost of poor quality by providing data to Project Quality and Service Managers.
• Conduct and coordinate failure investigations, create NCRs or CCRPs, and implement solutions to improve reliability and safety.
• Gather and consolidate product reliability data from troubleshooting, commissioning failures, upgrades, and critical parts.
• Facilitate working sessions using FMECA and other quality tools to identify risks and prevent failures.
• Lead customer experience initiatives, including surveys, benchmarking, and reporting on T-NPS KPIs.
• Drive continuous improvement projects from Installation and commissioning, warranty and after-sales phases, maintaining strong collaboration with Service and Operations teams.
• Responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.

• Completion of University degree in Engineering (preferably in Electrical or Electro-Mechanical Engineering)
• 3 or more years of reliability experience in continuous process manufacturing environments.
• Familiar with condition monitoring tools such as vibration analysis, Ultrasonic, lubrication, thermography, etc.
• Experience facilitating dozens of successful Root Cause and Failure Analysis.
• Experience in Quality tools, Continuous Improvement Lean and Six Sigma (L6S) initiatives and projects.
• Experience with: FMECA’s, recommendations associated with preventing most probable Failure Modes, Production loss analysis, failure mitigation strategies, Spare Parts optimization supporting the PM tasks, etc.
• Verbal and written fluency in English, effective presentation skills and ability to communicate well at all levels.
• Experience using ERP…