• Responsible for Operating Area callback reduction efforts and deploy best practice identified across Operating Areas in the Eastern Region • Develop strategic plans to reduce callbacks and COPQ by creating, analyzing and distributing Key Process Indicators (KPI) reports including customer feedback, quality and financial metrics • Work with field service to improve quality of Installation Process • Responsible for Field Turnback (FTB) management, focusing on timely provision of FTB data with aim to reduce the Identification phase to necessary minimum. • Oversee Cancellation and Customer Experience • Understand customer experience through follow up KPI Support analysis by applying Continuous Improvement tools • Participate in Product Safety investigation and work closely with regional team achieving planned PASS closing ratio • Follow up PUI completion plans and labor cost with Operating Territories • Identify and Develop Quality skills/talent across Operating Areas field organizations • Coordinate cross-functional teams to drive Relentless Root Cause Analysis (RRCA) on quality issues. • Take responsibility for identifying and leading key defect solutions to conclusion within the organization that may originate from the factories, Service Centers, Suppliers and/or the Field • Lead resolution of customer and major field quality issues, escalate where appropriate. • Participate in internal customer board meetings to help product team prioritize on quality improvement programs. • Create presentations on status of projects, product quality, reliability and/or safety issues and present to senior management • Some travel may be required