Head of Service Quality

Head of Service Quality

Acteon

Kaltenkirchen, Germany

We are looking to hire a Head of Service Quality (m/w/d) on full time, permanent basis. To further strengthen our customer value proposition, we are seeking a highly experienced Head of Service Quality & Product Reliability.

In this role, you will lead Menck’s global strategy for product reliability, service quality, and operational excellence, ensuring that our equipment and services consistently perform to the highest standards in some of the world’s most challenging offshore environments. You will be accountable for driving continuous improvement across the full lifecycle of Menck products and services – from design, engineering, and manufacturing to offshore operations and after-sales support.

Duties & Main Responsibilities

• Define and implement Menck’s Service Quality & Product Reliability roadmap aligned with the Marine Foundations Business Line strategy;
• Establish a clear reliability and service performance framework with measurable KPIs for product uptime, service responsiveness, and lifecycle performance;
• Act as the senior champion for quality and reliability, ensuring alignment with Acteon’s standards and customer expectations;
• Oversee reliability engineering processes for Menck hammers, ancillaries, support systems, and other product offerings;
• Lead systematic failure analysis and root cause investigations for offshore and service events, ensuring robust corrective and preventive actions;
• Implement reliability growth programs and testing methodologies to continuously improve performance;
• Translate warranty, service data, and customer feedback into actionable improvements across engineering and field operations;
• Drive improvements in offshore service delivery, including equipment readiness, service response times, and crew performance;
• Define and monitor service quality KPIs (e.g., equipment uptime, MTBF);
• Serve as the senior point of contact for key customers on quality and reliability topics, building trust and long-term relationships;
• Champion “Voice of the Customer” initiatives, ensuring operational learnings feed back into product design and lifecycle management;
• Lead cross-functional initiatives with engineering, operations, supply chain, and HSE to raise reliability and service quality standards;
• Promote lean and Six Sigma practices to reduce downtime, warranty costs, and lifecycle service costs;
• Support knowledge transfer and best practice sharing across Marine Foundations projects worldwide;
• Build, mentor, and lead a global team of reliability engineers, service quality specialists, and continuous improvement experts;
• Foster a culture of accountability, innovation, and customer focus within Menck and the wider Marine Foundations Business Line;
• Actively contribute to Acteon’s leadership community, ensuring Menck plays a key role in shaping best practice across the group.

Requirements

• Master’s degree in Mechanical, Electrical, Marine, or Reliability Engineering (or related discipline);
• 10+ years of experience in product reliability, service quality, or engineering leadership roles, preferably in offshore, oil & gas, or heavy equipment sectors;
• Demonstrated expertise in reliability engineering methods;
• Strong background in service operations in demanding field environments;
• Proven ability to lead global teams and work across engineering, operations, and customer-facing functions;
• Familiarity with offshore operations, marine foundations, and related quality/safety standards;
• Excellent leadership, communication, and stakeholder management skills.