Senior Quality Manager - Customer Assurance

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

Location: Hagerstown or Frederick, Maryland

Work Arrangement: Onsite

Travel: Approximately 15%–20%

Are you a technically strong, relationship-oriented quality or engineering leader who knows how to bring people together to solve difficult product problems?

Fusion Recruiters is partnering with a global manufacturing organization to identify a Senior Quality Manager – Customer Assurance. This individual will lead the response to customer-reported quality concerns, warranty issues, field failures, and early product-life failures.

This is an opportunity to move beyond identifying defects and lead the teams responsible for determining what happened, containing the problem, implementing corrective action, and preventing it from happening again.

The organization is open to an established customer-quality leader or a high-potential industrial, process, manufacturing, reliability, or quality engineering professional ready to step into broader leadership.

What You Will Do

• 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.

What We Are Looking For

• 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%.

Experience That Would Stand Out

• Customer quality, warranty quality, field quality, reliability, or product-assurance leadership.
• Experience reducing warranty costs, repeat failures, or customer complaints.
• Experience with heavy equipment, commercial vehicles, automotive, aerospace, defense, rail, powertrain, material handling, or industrial machinery.
• Experience working across multiple plants, business units, or global teams.
• Experience coaching teams in structured problem-solving.
• Working knowledge of APQP, PFMEA, control plans, and PPAP.
• Lean Six Sigma Black Belt or comparable quality certification.

Who May Be a Strong Fit

You do not need to have already held this exact title or previously owned a global customer-quality organization.

You may currently be a Customer Quality Manager, Reliability Manager, Field Quality Manager, Quality Engineering Manager, Industrial Engineering Manager, Process Engineering Manager, Manufacturing Engineering Manager, Senior Quality Engineer, or Principal Engineer.

What matters most is that you have solved meaningful product-quality problems, can lead people across organizational boundaries, and are ready to take on greater responsibility and visibility.

Why Consider This Opportunity?

• Broader ownership of customer and product-quality outcomes.
• Exposure to senior leadership and a global manufacturing organization.
• The opportunity to influence multiple functions and facilities.
• A visible role addressing problems that directly affect customers and business performance.
• A potential career step for an accomplished engineering or quality leader ready for enterprise-level impact.