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Customer Quality Manager (Michigan/Indiana)
Harbinger
Customer Service, Quality Assurance
Garden Grove, CA, USA
USD 110k-140k / year
Posted on Jun 12, 2025
About Harbinger
Harbinger is an American commercial electric vehicle (EV) company on a mission to transform an industry starving for innovation. Harbinger’s best-in-class team of EV, battery, and drivetrain experts have pooled their deep experience to support the growing demand for medium-duty EVs and Hybrids. Leveraging a foundation of proprietary, in-house developed vehicle technologies designed specifically for commercial and specialty vehicles, Harbinger is bringing a first-of-its-kind EV platform to market, priced at acquisition parity to traditional diesel vehicles. Harbinger: Familiar Form, Revolutionary Foundation.
Job Overview
We are seeking a proactive and customer-focused Customer Quality Manager to champion the voice of our customers and ensure product and service excellence across the ownership lifecycle. You will lead initiatives that drive customer satisfaction, resolve quality issues in the field, and continuously improve our vehicles and support systems based on customer insights, especially from last-mile delivery operators.
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
Equal Opportunity
Harbinger is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.
Harbinger is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at info@harbingermotors.com.
Candidate Data Privacy
Harbinger may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Harbinger may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.
Harbinger may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our HR, legal, and finance teams, and the team(s) with the position(s) for which you are applying; (ii) Harbinger affiliates; and (iii) Harbinger’s service providers, including providers of background checks, staffing services, and cloud services.
Harbinger may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.
Please note that we are currently not accepting applications from third party application services. Any unsolicited resumes or candidate profiles submitted in response to our job posting shall be considered the property of Harbinger and are not subject to payment of referral or placement fees if any such candidate is later hired by Harbinger unless you have a signed written agreement in place with us which covers the applicable job posting.