Customer Quality Manager (Michigan/Indiana)

Job Overview

What You’ll 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:

• Bachelor’s 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. 50–75%).
• 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

$110,000 - $140,000 USD