Senior Quality Leader - Customer Assurance & Field Issues

Fusion Recruiters, LLC; Hagerstown (MD); On-site; USD 110,000 - 165,000; Full time

Job summary

Fusion Recruiters, LLC is partnering with a global manufacturing organization to identify a Senior Quality Manager – Customer Assurance in the United States. The role leads responses to customer quality concerns, warranty issues, field failures, and early product-life failures, guiding containment, root-cause investigation, and corrective actions.

The position requires 8+ years in manufacturing, engineering, reliability or quality, with strong problem-solving expertise and the ability to

Qualifications

• Bachelor’s degree in engineering, operations management, quality, or a related technical discipline.
• Eight or more years of progressive experience in manufacturing, engineering, reliability, or quality.
• Experience investigating customer complaints, warranty claims, field failures, or early-life product failures.
• Experience leading structured root-cause investigations and sustainable corrective actions.
• Working knowledge of 8D, RCCA, DMAIC, Six Sigma, A3, or similar problem-solving methodologies.
• Strong interpersonal skills with the ability to establish credibility and build productive relationships.
• Willingness to work onsite in Hagerstown or Frederick three to four days per week and travel approximately 15%–20%.

Responsibilities

• Lead the response to customer-reported, warranty, field, and early product-life quality issues.
• Coordinate timely containment, root-cause investigation, corrective action, and customer communication.
• Bring engineering, manufacturing, service, supplier, and quality teams together to resolve complex product problems.
• Use structured problem-solving methods such as 8D, RCCA, DMAIC, A3, or Six Sigma.
• Analyze warranty and field-quality information to identify trends, recurring failures, and improvement priorities.
• Lead high-impact investigations and serve as an escalation point for significant customer-quality concerns.
• Ensure corrective actions address the true root cause and produce sustainable results.
• Influence quality improvement across multiple facilities and teams without relying solely on direct authority.

Skills

Structured problem-solving

Interpersonal skills

Root-cause investigation

Quality leadership

Education

Bachelor’s degree in engineering, operations management, quality, or a related technical discipline

Tools

8D

RCCA

DMAIC

Six Sigma

A3

Job description

Fusion Recruiters, LLC is partnering with a global manufacturing organization to identify a Senior Quality Manager – Customer Assurance in the United States. The role leads responses to customer quality concerns, warranty issues, field failures, and early product-life failures, guiding containment, root-cause investigation, and corrective actions.

The position requires 8+ years in manufacturing, engineering, reliability or quality, with strong problem-solving expertise and the ability to