Customer Field Quality Manager
Job Number: 11777
External Description:
About This Role
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.
Job Description
- 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.
Required Qualifications
- 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)
Preferred Qualifications
- Experience working with HVAC/refrigeration systems
- Strong communication & presentation skills
- Ability to read and interpret electrical diagrams
Job Number: 30219065
Community / Marketing Title: Customer Field Quality Manager
Location_formattedLocationLong: North Carolina, US