Quality and Service Manager

SUMMARY:
The Quality & Service Manager is responsible for leading the Quality and Service functions ensuring product quality, regulatory compliance, operational efficiency and high customer service standards. The role will drive quality
improvement, supplier compliance, product performance, service efficiency and customer satisfaction, working closely with Sourcing, Marketing, Sales, Engineering, Supply Chain, Operations and suppliers.

POSITION INFO:
Quality & Compliance Lead the Quality function and ensure effective quality assurance and control across local and imported products. Ensure compliance with ISO 9001 and applicable South African and international product standards. Oversee quality inspections, supplier\/factory audits and product compliance requirements. Manage product non-conformances, CARs, CAPs and corrective actions. Analyse warranty returns and product failures and drive root cause and corrective actions. Monitor supplier quality performance and ensure corrective actions are effective. Maintain quality and compliance documentation, including LOAs and relevant certificates. Support SABS, NRCS and other regulatory requirements. Drive a culture of continuous quality improvement. Product Quality & Technical Support Provide quality and technical input into new product development and product evaluations. Support root cause analysis and resolution of complex product issues. Oversee product testing, life testing and laboratory requirements. Ensure testing equipment is appropriately maintained and calibrated. Review relevant safety, energy efficiency and EMI\/EMC reports. Provide quality and technical advice to Sourcing, Marketing, Engineering and Service teams. Service Management Lead national Service operations and ensure efficient workflows and timely resolution of customer issues. Monitor service KPIs, including turnaround times, repairs, returns and customer satisfaction. Drive initiatives to improve service efficiency and reduce repeat repairs and product returns. Ensure effective processes for repairs, rework, warranties and escalated customer issues. Analyse service trends and implement corrective and preventative actions. Work with relevant departments to resolve recurring product and service issues. Promote a customer-focused culture across the Service function. People, Performance & Reporting Lead, manage and develop the Quality and Service teams. Set objectives, KPIs and performance expectations and drive accountability. Provide regular Quality and Service performance reporting and recommendations to management. Use data and root cause analysis to identify improvement opportunities. Drive continuous improvement initiatives across both functions. Manage departmental OPEX and support capital expenditure requirements where applicable. Ensure appropriate resources and skills are available to meet operational requirements. Minimum and important requirements: Grade 12 \/ Matric. Relevant degree or diploma in Engineering, Quality Management, Supply Chain, Operations or a related field. 5-8 years' relevant experience in Quality, Service, Engineering, Manufacturing, Supply Chain or a related environment. At least 3 years' management\/leadership experience. Experience managing teams and cross-functional stakeholders. Strong experience in quality assurance, quality control, supplier quality and continuous improvement. Experience with audits, corrective actions and product compliance.