At Trane TechnologiesTM  and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.

Job Summary：

The Strategic Business Unit (SBU) Customer Warranty/Field Quality Leader is responsible for addressing field quality matters to ensure Customer Satisfaction for the SBU. This position will manage and improve the flow of information regarding warranty/field quality performance and customer impact, serve as the customer representative, and be the voice of the customer within the organization to drive a quality culture and more effective resolution of quality problems. This position will be responsible for interfacing key customers, respond to inquiries and drive each issue to resolution. 

Thrive at work and at home:  

Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE!   Family building benefits include fertility coverage and adoption/surrogacy assistance.   401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution.    Paid time off, including in support of volunteer and parental leave needs.      Educational and training opportunities through company programs along with tuition assistance and student debt support.    Learn more about our benefits here!  

Where is the work: 

This is a Remote position. 

What you will do: 

Has leadership responsibility for setting warranty/field quality expectations and providing guidance to product engineering, PGT’s, finance, and plant/distribution quality engineers for the business unit.Serves as a SME and partners with Finance to resolve field quality process and warranty accounting issues effectively or efficiently.Ensures warranty/field quality team is trained and effectively using quality tools, systems and resources.Leads/Plans for the development of warranty/field quality A3’s by organizing problem solving training and development opportunities regarding resolving and preventing customer warranty/quality issues.Ensures PGT’s and operational sites are incorporating warranty/field quality metrics into problem solving processes, MDI and other BOS tools.Coaches peers and others in the organization to further develop and improve warranty/field quality knowledge and processes.Scopes out projects and problems; set objectives and goals; breaks down large complex issues into process steps; anticipates and modifies actions to close gaps, measure performance against goals; and evaluates results.Owns escape management and field notification activities.Monitors Supplier Recovery for the SBU and ensures we are on track to meet AOP commitments.Work directly with cross functional PGT teams to ensure customer warranty claim reduction, including analysis for root causes, identification of corrective action plans, and communication to all relevant stakeholders.Execute warranty/field quality surveys (including visits), establishing metrics and management reporting processes to track early warning of new issues for continuous quality improvement for the SBU.Manage and improve customer processes (warranty, field quality, etc.) ensuring consistent feedback.Execute maintenance of warranty terms and conditions in Supply Agreement(s).Execute various types of field quality audits, identify opportunities and develop plans to close gaps. Coordinate containment and corrective and preventive actions in conjunction with all related functional groups and provide feedback to customer as required (close loop feedback).Conduit between customer and operational sites regarding quality performance and improvement activities.Partner with PDP teams by providing warranty/customer quality reports to improve new product launches.Participate in or ensure conformance to voice of the customer (or meet voice of customer) in IDR’s.Implement, review, and improve BOS procedures to improve the customer experience for warranty/complaints and produce Delighted Customers.Establish partnerships with key stakeholders (internally and externally) to influence others without direct authority.Performs other duties as assigned.

What you will bring: 

Bachelor’s degree in mechanical engineering or related discipline10+ years of experience in various quality, manufacturing, finance, and customer relationship managementAbility to travel up to 25%Customer advocate; Must have a strong customer service orientation and be a proactive change agent.Ability to identify with internal and external customers including define and describe the impact of internal customers on external customers and develop methods for engaging internal customers to improve products, process and services.  Ability to use various tools and techniques to identify and prioritize customer warranty needs and expectations, monitor priorities to resolve conflicting requirements and demands, and develop methods for managing capacity and resources to meet the needs of multiple customers.Must be proficient in information technology systems utilized in Quality Management Systems (i.e., Warranty System, Quality Information Systems, etc.).Apply and understand basic statistical techniques, problem solving and prevention, project management and planning tools, process management and improvement tools, lean methodology and visual management.In-depth knowledge of cost of poor quality concepts including alignment to the Enterprise’s broader mission. 

Compensation:   

Base Pay Range: $120,000 - $150,000

Disclaimer: This base pay range is based on US national averages. Actual base pay could be a result of seniority, merit, geographic location where the work is performed.

Equal Opportunity Employer: 

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.