Field Services & Exterior Quality Manager
Owens Corning · Charlotte
The Field Services & Exterior Quality Manager is a critical leader responsible for advancing quality performance across Entry Door manufacturing operations while leading the Field Services function for the Doors business. This role drives the execution of quality strategy, strengthens Quality Management System (QMS) effectiveness, and ensures field service insights are translated into sustainable process, product, and customer experience improvements.
Success in this role depends on strong leadership, cross-functional collaboration, disciplined problem-solving, and the ability to drive continuous improvement initiatives that reduce quality costs, improve customer satisfaction, and strengthen operational performance across manufacturing and field service environments.
POSITION PURPOSE
Lead the execution of corporate quality initiatives across Entry Door manufacturing locations while providing leadership and direction to the Field Services team. Drive quality system effectiveness, corrective action management, field issue resolution, risk reduction, and continuous improvement efforts that enhance product quality, process capability, and customer experience.
Primary Responsibilities
Quality Strategy and Continuous Improvement
- Lead quality operations across Entry Door manufacturing locations to support QMS objectives, business priorities, and customer expectations.
- Drive plant improvement initiatives utilizing Lean, Six Sigma, and structured problem-solving methodologies to reduce scrap, rework, and process variation.
- Provide leadership, coaching, and training to plant teams to strengthen quality competencies, process discipline, and continuous improvement capabilities.
- Partner with manufacturing teams to lead or support PFMEA, Control Plan, and risk mitigation activities that improve process control and product quality.
- Develop, implement, and maintain corporate quality standards, procedures, and best practices across Entry Door operations.
- Coordinate and lead manufacturing trials, validation activities, and PPAP requirements for improvement initiatives and new product introductions.
- Implement and maintain systems that ensure effective gage design, calibration, measurement accuracy, and measurement system performance.
- Analyze quality metrics and performance trends to identify improvement opportunities, measure progress, and improve QMS effectiveness.
Quality Systems and Problem Resolution
- Support plant quality teams with customer complaint resolution, failure investigations, and corrective actions using structured problem-solving methods.
- Conduct process, product, and raw material audits and provide guidance to plant quality teams to ensure compliance with established standards.
- Lead training and readiness activities that support successful implementation and certification of the Doors Quality Management System.
- Drive failure mode elimination efforts through improvements to manufacturing processes, product design, supplier quality, and operational controls.
- Provide audit leadership, coaching, and development for internal auditors while promoting consistent execution of quality processes.
- Monitor and report quality performance metrics, escalating risks and driving accountability for corrective and preventive actions.
Field Services Leadership
- Lead, coach, and develop the Field Service Supervisor and Field Services team while establishing clear expectations for performance, quality, and customer engagement.
- Develop and maintain training programs, technical resources, and standard work that promote consistent field inspection, documentation, and repair practices.
- Ensure field inspection reports are timely, accurate, actionable, and distributed appropriately to support decision-making and corrective actions.
- Establish and maintain consistent standards for field investigations, customer communication, technical assessments, and repair recommendations.
- Provide technical leadership during complex customer investigations, job-site reviews, and escalated quality concerns.
- Promote safe, professional, and consistent execution of field service activities at customer and job-site locations.
Cross-Functional Collaboration and Customer Focus
- Partner with Sales, Customer Service, Operations, Engineering, Plant Quality, and Supplier Quality teams to resolve customer issues and improve quality performance.
- Analyze field service findings, warranty data, customer feedback, and inspection trends to identify recurring quality concerns and systemic improvement opportunities.
- Translate field observations and customer feedback into actionable corrective actions for manufacturing processes, product design, supplier performance, and installation practices.
- Build alignment among stakeholders to accelerate issue resolution, reduce recurrence, and improve the overall customer experience.
- Travel to manufacturing facilities, customer locations, and job sites as needed to conduct audits, lead improvement initiatives, provide training, and support critical quality investigations.
Qualifications
- Bachelor's degree from an accredited institution or equivalent combination of education and quality management experience.
- Minimum of five years of progressive quality management experience within a manufacturing environment.
- Minimum of three years of leadership experience with responsibility for managing teams, projects, or quality functions.
- Strong communication and relationship-building skills with customers, suppliers, sales teams, operations leaders, and manufacturing personnel.
- Demonstrated proficiency with quality tools and methodologies including 5 Whys, Ishikawa Diagrams, 8D, Gage R&R, FMEA, SPC, and root cause analysis.
- Experience leading cross-functional continuous improvement projects and driving measurable results.
- Quality Management System (QMS) experience required, including implementation, auditing, and continuous improvement activities.
- Strong project management, problem-solving, and organizational skills with the ability to manage multiple priorities.
- Ability to travel extensively, up to 75% of the time.
Preferred Qualifications
- Lean Manufacturing, Six Sigma Green Belt, Six Sigma Black Belt, or comparable continuous improvement certification.
- ISO 9000 or similar quality system certification and auditing experience.
- Experience with ERP-based quality systems and SAP.
- Knowledge of supplier quality management, PPAP, process validation, and advanced quality planning methodologies.
- Experience within the building products, doors, windows, or related manufacturing industries.
- Experience leading field service, warranty, customer quality, or technical service organizations.
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Preferred Location: Charlotte, NC; Nashville, TN; or Pittsburg, KS. This is a remote position with extensive travel.
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About Owens Corning
Owens Corning is a branded building products leader with three complementary market-leading businesses providing roofing, insulation, and doors primarily for residential markets in North America and Europe. The company operates with an integrated go-to-market strategy and a unique set of OC Advantages™ – including its iconic brand, unparalleled commercial strength, leading technology, and winning cost position – to help customers win and grow in the market. Owens Corning is committed to helping build better and achieve more through winning partnerships, leading performance, and engaging people. Founded in 1938 and headquartered in Toledo, Ohio, Owens Corning is listed on the New York Stock Exchange (NYSE: OC). For more information, visit www.owenscorning.com.
Owens Corning is an equal opportunity employer. Except in limited circumstances such as formal apprenticeship programs, Owens Corning does not employ anyone under the age of 18.