PURPOSE OF THE JOBThe Corporate Quality Manager-Entry/Field Services is responsible for leading the field service functions across Doors operations as well driving quality strategy execution at the Entry Door manufacturing locations. This position drives quality strategy execution, QMS performance, customer issue resolution, field inspection effectiveness, supplier quality practices, and sustainable improvement efforts that reduce scrap, rework, and field-related quality concerns.
Reports to: Quality Leader, Doors
Span of Control: Quality improvement projects and Quality Management System implementation within Doors Entry Plants, Lead the Field Services Team (Field Service Supervisor (Direct Report) + 6 Sr Field Technicians)
JOB RESPONSIBILITIESQuality Strategy Execution- Plan and manage Entry Door manufacturing quality operations to support OC QMS performance expectations.
- Lead plant improvement projects utilizing Six Sigma tools to reduce scrap and rework through improved process control and mistake-proofing methods.
- Increase quality competencies by providing leadership, coaching, and training to manufacturing teams on quality tools and systems.
- Participate in plant (and sometimes lead) PFMEA and Control Plan update activities to strengthen process control and risk reduction.
- Create and maintain corporate quality processes and procedures that are appropriate for OC Doors Plants.
- Conduct process audits and provide training and guidance to plants and other auditors.
- Lead training efforts that support plant readiness and achievement of Doors QMS certification.
- Conduct product and raw material audits and provide training and guidance to plant quality teams.
- Coordinate and lead manufacturing trials for improvement projects and new product development projects, including PPAP activities.
- Support plant quality teams with failure analysis investigations and customer complaint resolution using structured problem-solving methods.
- Drive modifications and improvements to manufacturing processes and product designs as part of failure mode elimination.
- Implement robust processes for gage design, maintenance, calibration, and measurement system performance.
- Report on quality metrics to promote continuous improvement and improve QMS effectiveness.
- Undertake special projects as required.
Field Services- Develop training tools, deliver training, and monitor training effectiveness for field service technicians.
- Ensure field service inspection reports are clear, concise, timely, and distributed to required stakeholders.
- Establish consistent expectations for field inspection methods, documentation quality, repair practices, and customer communication.
- Partner with Sales, Customer Service, Plant Quality, and Operations teams to resolve escalated field issues and protect customer experience.
- Analyze field service trends, inspection findings, warranty claims, and customer feedback to identify recurring product or process improvement opportunities.
- Ensure field service findings are translated into actionable corrective actions for manufacturing, product design, supplier quality, or installation practices.
- Maintain standard work, training materials, and technical guidance for field service technicians.
- Monitor field service performance metrics, including response time, report quality, closure effectiveness, and recurring issue reduction.
- Provide technical guidance during complex customer investigations, job-site reviews, and high-impact quality concerns.
- Promote safe, professional, and consistent execution of field service work at customer and job-site locations.
- Travel to plant, customer, and job-site locations as needed to perform audits, lead improvement projects, train employees, and review field issues.
MINIMUM QUALIFICATIONS:- Bachelor's degree from an accredited institution required, or 10 years of experience in the quality field.
- Minimum of five years of direct quality experience required.
- Minimum of three years in a supervisory or managerial role required.
- Strong communication skills with customers, sales teams, plant teams, and suppliers.
- Skilled in using and training quality tools, including Ishikawa diagrams, 5-Whys, 8D, Gage R&R, FMEA, and SPC.
- LEAN and/or Six Sigma experience preferred; Green Belt or Black Belt preferred.
- Project management experience in a team environment.
- QMS experience required; ISO 9000 quality system experience desired.
- ERP quality system proficiency preferred; SAP experience preferred.
- Basic product and process knowledge in manufacturing required; door manufacturing knowledge especially desirable.
- Ability to travel up to 75% of the time required.
- Preferred location is Charlotte, NC area but can reside anywhere east of the Misssissippi near a major airport. This is a remote position with extensive travel.
