Title:  Service Delivery Quality Manager US & Canada

Job Summary

As a global leader in food processing and packaging, Tetra Pak delivers world-class, cutting-edge solutions that help ensure food safety and quality across the globe. Our portfolio spans advanced technologies and services that drive innovation and support our customers in optimizing performance, reducing environmental impact, and meeting the ever-changing needs of the food industry. But beyond the solutions we design, it’s the people behind them who make the difference — talented professionals driven by purpose, innovation, and a shared commitment to protecting what’s good.

Our Services organization is at the heart of this mission, helping food and beverage producers run safe, efficient, and sustainable operations worldwide. Within this ecosystem, our Customer Service Operations (CSO) team ensures that thousands of installed machines perform at their best every day through maintenance, upgrades, troubleshooting, and continuous improvement.

As Service Delivery Quality Manager, you will play a key role in elevating the quality of our mission and be the driving force behind service excellence. Your role is to transform data and customer feedback into actionable insights that raise quality standards, improve operational performance, and strengthen customer satisfaction. You will collaborate with field engineers, service delivery managers, issue resolution managers, technical experts, and internal stakeholders to define best practices, implement improvements, and foster a culture of quality across our service organization—so that every interaction delivers value and reflects Tetra Pak’s high standards. 

This position is ideal for someone passionate about quality who thrives in a dynamic, field-oriented environment and is passionate about driving excellence through collaboration, innovation, and a deep understanding of customer needs. In this individual contributor role, you will collaborate across teams and lead improvements without formal line management, working closely with service engineers, technical experts, and key customers to ensure that every service interaction reflects the high standards of Tetra Pak—protecting food, people, and the planet.

Join us, to make an impact to be proud of.

You will be based in Denton, Texas.

You will be expected to travel up to 25% of your time to our customer sites in US & CA.

Tetra Pak is not sponsoring visa or career migration for this position. 

What you will do

As a Service Delivery Quality Manager, you will:

• Lead the standardization of service delivery practices across the field team by introducing and promoting proven methods and tools (e.g., 6 Steps, First Time Right, Problem Solving Methodology).
• Ensure consistent processes for maintenance, installation, and performance validation—including Mandatory Rebuilding Kits Service / Kits Installation (MRK/SK), training, and vertical start-up—while driving improvements in quality, productivity, and customer experience.
• Recommend targeted improvements to Customer Service Operations (CSO) field teams based on the performance of Tetra Pak’s installed equipment at key customer sites under service agreements, helping to enhance service results and overall customer satisfaction.
• Monitor Customer Experience (CX) KPIs and analyze feedback from service activities (e.g., issue resolution, maintenance, installations). Use these insights to define and refine quality standards that elevate service delivery.
• Lead initiatives to advance quality maturity within CSO, engaging service engineers and external partners to embed best practices and continuous improvement.
• Design and implement tailored continuous improvement programs for key customers, including execution assessments and service quality evaluations, to deliver measurable impact on service excellence.
• Track and report key performance indicators such as Performance Right After Maintenance (PRAM), CX Services scores, Line Mechanical Machine Efficiency / Production Time Utilization (LMME/PTU), MRK/SK installation performance, 6 Steps compliance, PSM score, and First Time Right metrics.

We believe you have

• Bachelor’s degree in Business Administration, Engineering, Quality Management, or related fields.
• Relevant experience in service delivery, quality management, or continuous improvement roles within industrial or technical environments. 
• Understanding of maintenance and installation processes in industrial equipment environments.
• Strong knowledge of quality management systems and methodologies (e.g., ISO standards, TPM, WCM).
• Advanced analytical and problem-solving skills, including proficiency in structured approaches such as Problem Solving Methodology (PSM).
• Familiarity with continuous improvement frameworks (Lean, Six Sigma) and performance KPIs (PRAM, CX metrics, LMME/PTU).
• Demonstrated ability to lead cross-functional teams and influence stakeholders at different levels.
• Customer-centric mindset with a focus on delivering measurable value.
• Excellent communication and interpersonal skills, with the ability to translate technical concepts into actionable insights for diverse audiences.
• Resilience and adaptability in dynamic, field-oriented environments.
• French language skills are a strong plus, as you will interact with customers in Canada.

Internal candidates from the CSO area holding an SDE position must be at the S3 level and have achieved all of the requirements and years in position to be advanced to an next level.