Field Quality Manager

TechFlow, Inc. • Charlotte, NC

9d • Remote

About The Position

TechFlow, Inc. is hiring an experienced Field Quality Manager to support checked baggage maintenance at U.S. airports. Reporting to the Director of Field Optimization and Quality, the role promotes quality standards and drives process improvements to increase reliability, reduce overhead, and resolve escalated issues while ensuring compliance and integrity. This is a hands-on customer service position working with regional customers and subcontractor personnel. Work is primarily home-based, with up to 75% travel within the Southern or Mid-Atlantic U.S. regions.

Requirements

• Bachelor’s degree or equivalent experience in a relevant field.
• At least 5 years of experience managing field support personnel on a logistics, data analytics, or similar program.
• Experience collecting, analyzing, and organizing data to identify and drive preferred results.
• Proficiency with Microsoft Office Suite.
• Strong communication skills, including the ability to discuss projects and technologies clearly, confidently, and accurately.
• Ability to travel up to 75%.
• Ability to attain Public Trust clearance.
• Self-motivation and ability to perform effectively and accurately under pressure while striving to exceed expectations.
• Strong organizational skills, attention to detail, and excellent writing skills.

Nice To Haves

• Experience with TSA airport operations.
• Experience in contract management involving multiple subcontractors and specific service-level agreements (SLAs).

Responsibilities

• Manage field support personnel to meet program performance requirements and provide customer service as the point of contact for issue resolution.
• Serve as a liaison between the Field Quality Director, customers, and airport stakeholders.
• Ensure consistent compliance with contract regulations.
• Support field operations in achieving division goals while meeting regulatory requirements and driving improvements in airport operations.
• Develop and foster a philosophy of continuous improvement across the region.
• Promote the principle that compliance in quality, safety, and training is essential to successful operations.
• Provide direct oversight to the OEM field team, audit corrective and preventive maintenance implementation, drive the preventive maintenance schedule, and improve program performance.
• Analyze data for deviations from contract requirements, identify systemic issues through data trends, and develop preventive actions.
• Monitor maintenance ticketing systems and data-quality compliance.
• Prepare, edit, and revise procedures and policies in response to process improvements or regulatory changes.
• Drive communication throughout the organization and build relationships that encourage participation and innovation in problem-solving strategies to meet contractual objectives.
• Prepare briefings and present complex technical information to technical and non-technical audiences.
• Conduct regularly scheduled meetings with customer management, stakeholders, and TechFlow quality staff to develop, monitor, and evaluate progress.
• Identify and nurture cost-saving and revenue opportunities.

Benefits

• Employee stock ownership plan (ESOP), including an annual employer contribution per plan guidelines.
• 401(k) plan with Roth option and eligibility for an employer match.
• Immediate vesting.
• Paid time off.
• 11 paid holidays per year.
• Comprehensive medical, dental, and vision plans.
• Company-paid life and AD&D insurance.
• Employee Assistance Program.
• Wellness resources.
• Company-paid training and development program.
• Voluntary life and AD&D insurance for employees, spouses, and children.
• Short-term and long-term disability benefits per plan guidelines.
• Legal Shield and identity theft protection plans.
• Pet insurance.

What This Job Offers

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