Quality Senior Specialist - Quality Management
Description
Aftermarket Quality Operations Leader, FCSS
Are you passionate about driving quality excellence across global service, repair, and aftermarket operations while ensuring exceptional customer outcomes?
Do you enjoy leading cross-functional teams, managing quality risk, and delivering continuous improvement initiatives that enhance operational performance, customer satisfaction, and business results?
Partnering with the best
The Aftermarket Quality Operations Leader provides global Quality Operations leadership for the FCSS Aftermarket business, ensuring service, repair, refurbishment, parts and field activities are executed with clear quality ownership, customer focus, operational discipline and predictable performance.
The role acts as the primary Quality partner for Aftermarket, connecting FCSS Quality strategy with day-to-day execution across Business, Service, Operations, Engineering, Supply Chain, Commercial, Customer Service, Supplier Quality, Site Quality, QMS Governance and Continuous Improvement.
This position is accountable for implementing the FCSS Quality strategy within Aftermarket, driving performance, escalation, risk management, structured problem solving, customer issue resolution, Cost of Poor Quality reduction and sustained operational improvement.
Fueling your passion
As a Aftermarket Quality Operations Leader , you will be responsible for
Global Aftermarket Quality leadership
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Provide global Quality Operations leadership across FCSS Aftermarket service centres, repair operations, parts activities, external providers and field support.
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Translate FCSS and Industrial Products Quality priorities into clear Aftermarket objectives, measures, owners, operating rhythms and recovery plans.
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Serve as the primary Quality partner to Aftermarket business leadership, balancing customer needs, operational delivery, commercial commitments and quality risk.
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Establish clear accountability, decision rights, governance and escalation paths across Aftermarket Quality Operations and its key interfaces.
End-to-end operational quality and product assurance
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Embed Quality throughout the Aftermarket lifecycle, from order review and repair planning through inspection, testing, documentation, release and return to the customer.
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Ensure risk-based quality planning for complex, high-value, safety-critical, regulated or customer-sensitive repairs and field-service activities.
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Provide oversight of inspection, testing, product verification, technical disposition, configuration control and documentation release.
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Support predictable turnaround and delivery without compromising product safety, compliance, technical requirements or customer acceptance criteria.
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Establish clear lifecycle hand-offs between New Equipment and Aftermarket Quality, ensuring product history, configuration, open risks, concessions, warranty obligations, lessons learned and customer commitments transfer with clear ownership.
Quality authority and risk management
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Exercise independent Quality authority across Aftermarket operations, including containment, stop-work, stop-ship, product-release restriction or release escalation where product safety, compliance, contractual or customer risk requires it.
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Ensure significant risks are assessed consistently for severity, likelihood, customer impact, compliance exposure, delivery impact and potential business loss.
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Promote an OWN Quality culture where employees raise concerns, pause work, escalate risk and move from temporary containment to permanent corrective action.
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Use risk assessment and escalation management to prevent issues from becoming repeat repairs, field failures, customer escapes, warranty events or Cost of Poor Quality.
Customer experience, warranty and field quality
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Lead closed-loop customer quality management for Aftermarket, covering complaints, service cases, returns, warranty events, field failures and Voice of the Customer insights.
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Drive timely containment, investigation, corrective action, customer communication and closure for significant customer and field-quality issues.
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Partner with Customer Experience, Commercial, Customer Service, Engineering and Service teams to reduce recurring customer pain points and improve issue-resolution cycle time.
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Use installed-base, warranty and repeat-service learning to prevent recurrence across products, processes, suppliers and service execution.
Cost of Poor Quality and business performance
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Own Aftermarket Cost of Poor Quality performance, including warranty, rework, repeat repair, scrap, premium transportation, field-service recovery, customer claims, supplier losses and other quality-loss costs.
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Partner with Finance, Operations, Supply Chain, Engineering and Commercial teams to define credible reduction plans with owners, resources, savings assumptions and evidence of benefit realisation.
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Ensure quality losses are accurately attributed to suppliers, intercompany sources, internal operations, technical decisions, commercial requirements or service execution.
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Use Pareto analysis, Quality Bowler reviews and cost-based prioritisation to focus resources on issues with the greatest customer, operational and financial impact.
Problem solving, corrective action and recurrence prevention
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Deploy the FCSS structured problem-solving model across Aftermarket, using the appropriate 3C, RCA, 8D or Kaizen method for the risk and complexity of each issue.
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Ensure customer complaints, field failures, warranty events, NCRs, quality concerns and Cost of Poor Quality events are screened, prioritised, investigated and escalated appropriately.
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Verify that root causes are evidence-based, corrective actions address the causes and effectiveness is confirmed through sustained performance.
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Turn significant learning into lessons learned, risk updates, standard work, training and future quality plans across relevant sites, product lines and service teams.
Supplier, vendor and intercompany quality
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Partner with Supplier Quality, Supply Chain, Engineering, Operations and Commercial teams to manage supplier, repair-vendor, external-provider, channel-partner and intercompany quality risk.
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Apply risk-based qualification, surveillance, incoming verification, corrective action, recovery planning and performance management to Aftermarket sources.
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Ensure supplier and internal-source non-conformities are contained, investigated, attributed to the correct loss source and linked to recovery where applicable.
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Strengthen incoming verification and service-part traceability based on product criticality, supplier performance, customer requirements, regulatory needs and demonstrated risk.
Documentation, traceability and configuration control
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Ensure Aftermarket quality records are accurate, complete, accessible and traceable, including as-found condition, approved repair scope, materials, inspection and test results, concessions, certifications and final customer documentation.
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Maintain configuration integrity throughout repair, refurbishment and field-service execution, ensuring changes and deviations are properly reviewed, approved, recorded and communicated.
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Drive right-first-time customer documentation and eliminate documentation rework that delays release, shipment, invoicing or customer acceptance.
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Partner with Quality Documentation, Site Quality, Engineering, Service and Operations teams to strengthen documentation and traceability as core elements of FCSS Quality governance.
QMS deployment and compliance
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Deploy applicable QMS requirements consistently across Aftermarket operations in alignment with FCSS and Industrial Products governance expectations.
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Partner with QMS Governance and Site Quality leaders to close audit findings, corrective actions, investigations and management-review actions by their due dates and verify effectiveness.
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Identify recurring or systemic QMS