Senior Customer Quality Engineer – Air Cooled Value Stream

About this role

The Quality Engineer supports Carrier’s external performance, warranty reduction goals, and customer satisfaction initiatives. This role serves as a key interface between Service, Engineering, and Manufacturing, ensuring effective claim management, root‑cause analysis, and continuous improvement.

Key Responsibilities

• Drive external quality metrics including Claim Count, Standard Warranty, and Customer Escapes (PPM).
• Act as the primary interface with Technical Service Managers for warranty topics.
• Review and validate warranty claims to ensure compliance with Carrier Warranty Standards.
• Lead Schedule Q (Cost of Poor Quality) activities, with focus on reducing warranty associated with commissioning and first‑year warranty costs.
• Track and monitor warranty contributors and work to meet or exceed corporate warranty‑reduction targets.
• Collaborate with Engineering to implement corrective actions addressing warranty cost drivers.
• Support field teams with plant‑related information when beneficial.
• Coordinate field part returns to enable effective root‑cause analysis.
• Lead structured investigations using 8D and A3 methodologies.
• Analyze large data sets to identify key contributors and develop targeted improvement projects.

• Responsible for summarizing, quantifying, and reporting on a regular basis progress on external quality metrics.
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Required Qualifications

• Bachelor’s degree in Mechanical, Manufacturing, or Industrial Engineering.
• 5+ years of experience in Quality, Continuous Improvement, Operational Excellence, or Operations in a manufacturing environment.
• 2+ years of experience analyzing complex manufacturing and quality data to identify root causes, determine drivers of variation, and implement corrective actions.
• 1+ years of experience using Microsoft Office tools.

Preferred Qualifications

• Master’s degree in Engineering or MBA.
• Strong communication skills and business acumen.
• Experience with SalesForce.
• Awareness of HVAC equipment operation.
• Experience with PPAP, APQP, and continuous improvement tools.
• Ability to work effectively in diverse, international environments.
• Experience with Power BI