Customer Quality Manager (Michigan/Indiana)
Customer Quality Manager (Michigan/Indiana)
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$ 110000 - 140000
1 Vacancy
Job Description
About Harbinger
Harbinger is an American commercial electric vehicle (EV) company on a mission to transform an industry starving for innovation. Harbingers best-in-class team of EV battery and drivetrain experts have pooled their deep experience to support the growing demand for medium-duty EVs and Hybrids. Leveraging a foundation of proprietary in-house developed vehicle technologies designed specifically for commercial and specialty vehicles Harbinger is bringing a first-of-its-kind EV platform to market priced at acquisition parity to traditional diesel vehicles. Harbinger: Familiar Form Revolutionary Foundation.
Job Overview
We are seeking a proactive and customer-focused Customer Quality Manager to champion the voice of our customers and ensure product and service excellence across the ownership lifecycle. You will lead initiatives that drive customer satisfaction resolve quality issues in the field and continuously improve our vehicles and support systems based on customer insights especially from last-mile delivery operators.
What Youll Do:
- Customer Advocacy & Issue Resolution:
- Act as the primary quality interface between Harbinger and fleet customers.
- Lead investigation and resolution of customer-reported quality issues ensuring timely data-driven root cause analysis and corrective action.
- Coordinate cross-functional teams (engineering manufacturing service) to address quality concerns and communicate status transparently to customers.
- Lead the escalation process with customers for critical quality issues and ensure containment communication and resolution plans are in place.
- Field Quality Monitoring:
- Collect track and analyze field performance and warranty data to identify emerging trends or systemic issues.
- Develop and maintain dashboards and KPIs for field quality performance.
- Customer Feedback Integration:
- Establish mechanisms to capture and prioritize customer feedback (e.g. fleet reviews service reports ride-alongs).
- Collaborate with product development and engineering to ensure learnings inform future vehicle iterations and upgrades.
- Train internal teams on customer quality expectations and standards.
- Support launch and change management activities from a customer quality perspective.
- Continuous Improvement:
- Support the deployment of the Harbinger Quality Operating Systems (HQOS) focused on customer satisfaction.
- Drive continuous improvement initiatives that enhance vehicle uptime durability and serviceability for last-mile delivery use cases.
- Customer Communication:
- Develop strong relationships with key fleet accounts and act as a trusted quality advisor.
- Prepare and deliver regular quality performance reports and executive summaries to both internal leadership and customer stakeholders.
- Act as the voice of the customer internally to drive a customer-focused culture across production engineering and supply chain.
Who You Are:
- Bachelors degree in Engineering Quality or related technical field; advanced degree or certifications (CQE Six Sigma etc.) a plus.
- 7-10 years of experience in customer-facing quality preferably in automotive commercial vehicles or EV industries.
- Demonstrated experience managing field quality issues and working directly with customers including fleet operators.
- Strong problem-solving skills and proficiency in tools such as 8D FMEA root cause analysis and reliability data analysis.
- Excellent communication leadership and interpersonal skills.
- Ability to travel to customer sites and service centers as needed (approx. 5075%).
- Must be based out of Indiana or Michigan (or willing to relocate to)
- Experience working with last-mile delivery vehicles or customers (e.g. logistics providers e-commerce fleets).
- Familiarity with EV systems telematics and remote diagnostics.
- Experience launching new vehicle platforms and managing quality during ramp-up.
Pay Range
$110000 - $140000 USD
Required Experience:
Manager
Employment Type
Full Time
