Associste Director, Field Quality CHVAC

Carrier•Charlotte, NC

3d•$143,000 - $286,000

About The Position

The Associate Director, Field Quality will lead Commercial HVAC field quality and warranty performance, with accountability for improving warranty PPM, reducing warranty cost, accelerating resolution of emerging field issues, and strengthening customer satisfaction. The role mobilizes Engineering, Manufacturing, Service, and Quality resources to resolve critical job-site issues and implement sustainable corrective actions. It also leads Senior Quality Engineers and Quality Managers while advancing process improvement, analytics, and digital transformation across the field-quality organization. The position owns warranty and field-quality performance, establishes metrics and operating rhythms, reviews data to identify systemic issues, and partners with Engineering and Manufacturing on product and process improvements. It provides quality leadership for critical job-site issues, leads containment and root-cause investigations, and ensures lessons learned are applied across relevant processes. As a senior quality interface for key customers, the role leads Voice of Customer activities and communicates investigation progress and corrective actions. It also leads cross-functional initiatives, develops team capability, and improves field-quality and warranty processes through analytics, dashboards, automation, and scalable best practices.

Requirements

Bachelor’s degree in Engineering, Quality, Manufacturing, Operations, or a technical discipline.
10 or more years of experience in quality, engineering, manufacturing, product reliability, field service, or a technical function.

Nice To Haves

Demonstrated experience leading complex product-quality, warranty, or field-performance issues.
Experience leading cross-functional technical teams through containment, root-cause analysis, corrective action, and issue closure.
Experience managing and developing engineering or quality professionals.
Demonstrated experience working directly with customers on complex technical or quality issues.
Experience within Commercial HVAC, industrial equipment, building systems, or complex engineered products.
Strong understanding of warranty management, field quality, reliability, and continuous-improvement methodologies.
Experience with structured problem-solving approaches such as 8D, DMAIC, 5-Why, Fishbone, FMEA, and corrective/preventive action (CAPA).
Strong analytical skills and ability to convert warranty and field data into business priorities and corrective actions.
Experience leading digital transformation, data analytics, dashboarding, or workflow-automation initiatives.
Strong executive and customer communication skills, including the ability to communicate complex technical issues clearly and concisely.
Ability to influence across functions and organizational levels without relying solely on direct authority.

Responsibilities

Own and drive Commercial HVAC warranty quality performance, focusing on warranty PPM, warranty cost, recurrence reduction, and field issue resolution.
Establish performance metrics and operating rhythms to identify adverse warranty trends and emerging quality concerns.
Review warranty and field-quality data to identify systemic issues, prioritize improvements, and drive corrective actions.
Partner with Engineering and Manufacturing to translate field learnings into sustainable product and process improvements.
Prevent repeat and recurring failures through root-cause analysis and corrective-action processes.
Provide quality leadership for critical job-site issues and coordinate engineering and technical resources for rapid customer resolution.
Lead cross-functional teams to contain field issues, determine root cause, implement corrective actions, and verify effectiveness.
Ensure early-warning issues are identified, escalated, and closed quickly.
Incorporate field-issue lessons learned into product, manufacturing, service, and quality processes.
Serve as a senior quality interface for key Commercial HVAC customers on significant field and product-quality matters.
Lead Voice of Customer activities related to field quality, reliability, and warranty concerns.
Provide customers with fact-based updates on containment, investigation progress, corrective actions, and issue closure.
Translate customer feedback and field experience into actionable priorities for Engineering, Operations, Service, and Quality teams.
Lead complex quality initiatives involving Engineering, Manufacturing, Service, Supply Chain, Product Management, and other business functions.
Establish problem statements, ownership, milestones, and closure criteria for major field-quality issues, and drive accountability with engineering, factories, suppliers, and sales.
Facilitate decision-making and escalation when customer impact or warranty exposure requires additional leadership attention.
Provide senior leadership with updates on warranty performance, major field issues, risks, corrective actions, and improvement priorities.
Lead and develop Senior Quality Engineers and Quality Managers, fostering accountability, customer focus, technical excellence, and continuous improvement.
Align team priorities and objectives with Commercial HVAC quality and warranty goals.
Develop organizational capability in structured problem solving, field investigation, root-cause analysis, data analytics, and customer communication.
Promote collaboration across field, factory, engineering, and business teams.
Improve field-quality and warranty processes to increase speed, effectiveness, and consistency.
Champion digital transformation of quality processes, including analytics, dashboards, workflow automation, and early-warning capabilities.
Improve the use of warranty and field data to identify trends, accelerate root-cause identification, and enable proactive quality management.
Standardize best practices and develop scalable processes for field issue management and corrective-action closure.