Manager, Quality Assurance

Job Number: 11985

External Description:

About the role

Carrier is seeking a highly skilled Field Quality Manager to lead field quality initiatives for our commercial HVAC products & services.  This critical role will oversee the quality of our products as they are delivered, installed and serviced in data center customer locations.  The role will serve as the primary liaison between data center customers, general contractors, commissioning agents, service operations, engineering and factory quality.  It will be responsible for identification of risks, corrective and preventive action plans, field process continuous improvement and overall customer satisfaction with our products and services. 

The successful candidate will be a highly motivated self-starter who has demonstrated work experience with field-based quality systems and processes, successfully identified issues and worked with cross-functional teams to drive issue resolution.  In addition, the successful candidate will demonstrate the capability to engage directly with critical customer representatives, collaborating to ensure satisfactory solutions across the product value stream. 

This is a field-based position and as such will require significant travel to customer sites.  Primary geographies are:

• The West South-Central region of the United States including Texas, New Mexico, Oklahoma, Louisiana and the surrounding area.

• Midwest region of the United States including Indiana, Ohio, and Kentucky.

• Potential for travel to Canada.

Key Responsibilities

Field Issue Identification & Resolution

• Serve as the escalation point for significant customer quality concerns.
• Investigate equipment failures, quality issues, and recurring reliability concerns.
• Coordinate corrective and preventive actions with engineering, manufacturing, and service teams.

Perform root cause analysis utilizing methodologies such as:

• A3
• 5 Why
• Fishbone Analysis
• FMEA

Warranty & Reliability Management

• Analyze warranty data, service history, and equipment performance trends.
• Identify systemic issues and reliability risks within product lines.
• Partner with warranty administration and engineering teams to improve product reliability.
• Drive reduction of warranty spends and repeat failure rates.

Quality Leadership

• Lead field quality programs for commercial HVAC equipment, controls, and related service offerings.
• Develop and maintain quality metrics, dashboards, and reporting processes.
• Establish field quality standards and best practices across service branches and project teams.
• Ensure compliance with company quality processes, safety requirements, and regulatory standards.

Continuous Improvement

• Lead quality improvement projects that enhance service execution and equipment performance in the field.
• Develop lessons learned and field feedback processes.
• Support training programs for technicians and service managers.
• Recommend improvements to installation, commissioning, maintenance, and repair processes.

Customer Engagement

• Support key customer accounts during quality escalations.
• Conduct customer visits and field assessments.
• Present corrective action plans and quality improvement initiatives to customers and leadership.
• Maintain strong customer relationships through proactive communication, standing cadences and issue resolution.

Required Qualifications

• Bachelor's degree
• 3 years of HVAC industry experience
• 3 years in quality, reliability, service operations, engineering, and/or field leadership

Preferred Qualifications

• Bachelor’s degree in engineering, Mechanical Engineering, HVAC Engineering, Quality, or related field.
• HVAC industry experience
• Experience in quality, reliability, service operations, engineering, or field leadership.
• Direct customer-facing experience
• Ability to read & interpret engineering drawings, specifications, BOM’s and technical requirements
• ASQ quality certification   
• Six Sigma Green Belt or Black Belt or similar
• Customer relationship building and cross-functional team leadership
• Experience with warranty analytics and reliability engineering
• Strong knowledge of commercial HVAC systems including Chillers, Air Handling Units, Rooftop Units, Controls and Building Automation Systems
• Experience with data center cooling applications

Job Number: 30220972

Community / Marketing Title: Manager, Quality Assurance

Location_formattedLocationLong: North Carolina, US