Customer Field Quality Manager

Carrier • Charlotte, NC

1d • $96,000 - $192,000 • Onsite

About The Position

The Customer Field Quality Manager provides technical and quality support for customer and jobsite issues, helping drive timely resolution of equipment concerns and critical escalations. The role documents field findings, coordinate cross-functional corrective actions, and strengthen the feedback loop between customers, Service, Engineering, Manufacturing, and Quality.

Requirements

• High school diploma or GED with 7+ years of experience working with commercial HVAC OR Bachelor’s degree in Engineering with 5+ years of experience working with commercial HVAC
• 5+ years experience working with Microsoft office applications
• 5+ years experience in data analytics
• Ability to travel up to 30% of the time (domestic and international)

Nice To Haves

• Experience working with HVAC/refrigeration systems
• Strong communication & presentation skills
• Ability to read and interpret electrical diagrams

Responsibilities

• Act as the Voice of Customer (VOC) liaison
• Capture recurring field issues, startup challenges, and customer pain points.
• Translate field feedback into improvement opportunities for Engineering, Manufacturing, Quality, and Supply Chain.
• Support post-sales Engineering activities
• Participate in Technical Service Bulletins, Field Campaigns, Safety Campaigns, and other post-sales customer support activities.
• Support investigation and communication of field quality issues.
• Drive Performance Improvement initiatives
• Lead or support Performance Improvement Team discussions.
• Identify systemic issues impacting flawless startup and field performance of Heavy Applied equipment.
• Field Engagement and Jobsite Support
• Observe startups, troubleshoot issues, document findings, and develop jobsite reporting skills.
• Build Technical and Product Expertise
• Learn Heavy Applied product platforms, startup processes, warranty systems, dashboards, and field reporting tools.
• Develop expertise in identifying patterns and trends across field issues.
• Training and Knowledge Development
• Support Strategic Customer Escalations
• Participate in executive-level and critical customer escalations where deeper technical expertise is needed and serve as a higher-level escalation resource when routine service channels cannot resolve an issue.
• Strengthen Factory-to-Field Feedback Loop
• Maintain close interaction with manufacturing and product engineering teams.

Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
• Tuition Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level