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ON.energy is building the power infrastructure that makes the AI era possible. As AI demand surges past what the grid and traditional data centers can support, ON.energy provides a new class of power technology proven at gigawatt scale and trusted by the world’s leading cloud and AI companies. Our systems are already deployed across 2.5 GW of hyper-scale campuses, validated by top U.S. national labs, and certified for grid-safe operation by major utilities. With real products in the field, we’re scaling faster than the grid can, transforming power from a bottleneck into a competitive advantage for the companies building the future. Director of Service Quality Job Title: Director of Service Quality Location: Hybrid in Houston, TX or Miami, FL office is preferred / Remote may be considered Travel: ~ 50% field travel required  Reports To: VP of Quality   Position Summary The Director of Service Quality is responsible for establishing, leading, and continuously improving the quality strategy for service, commissioning, field operations, and post-installation support. This role ensures that field quality issues are identified, contained, investigated, corrected, and prevented through disciplined problem solving, strong cross-functional execution, and effective quality governance. The Director will partner closely with Service, Commissioning, Engineering, Supplier Quality, Project Management, Operations, and Customer-facing teams to improve system reliability, reduce repeat failures, strengthen customer confidence, and drive a culture of accountability and continuous improvement. Key Responsibilities · Develop and lead the Service Quality strategy, roadmap, and operating rhythm across field service, commissioning, warranty, customer escalations, and installed-base performance. · Establish and manage field quality processes for issue intake, containment, triage, root cause analysis, corrective and preventive action, verification of effectiveness, and recurrence prevention. · Lead cross-functional investigations of field failures involving equipment, installation, commissioning, controls, software, supplier components, workmanship, documentation, or process gaps. · Define and track service quality KPIs, including field failure rate, repeat failure rate, first-time fix rate, mean time to repair, mean time between failures, customer-impacting incidents, NCR cycle time, CAPA closure rate, and warranty cost drivers. · Partner with Project Engineering and Product Quality to translate field learnings into design improvements, reliability enhancements, service bulletins, installation standards, and product change priorities. · Collaborate with Supplier Quality to ensure supplier-related field failures are properly contained, escalated, investigated, and resolved through effective supplier corrective action plans. · Drive standardization of field inspection methods, service quality audits, defect classification, escalation thresholds, and customer-facing quality communications. · Lead quality reviews for critical customer issues, major field events, warranty claims, and systemic reliability concerns; ensure executive-level visibility and timely decision-making. · Promote a disciplined problem-solving culture using tools such as 8D, 5 Whys, fishbone analysis, fault-tree analysis, failure mode analysis, and data-driven prioritization. · Ensure service quality processes align with the company’s Quality Management System, ISO 9001 expectations, document control requirements, NCR/CAPA workflows, and continuous improvement practices. Qualifications · Bachelor’s degree in Engineering, Quality, Reliability, Industrial Engineering, or a related technical field. · 10+ years of progressive experience in service quality, field quality, reliability, product quality, supplier quality, operations quality, or technical service leadership. · 5+ years of people leadership or cross-fun