Head of PS Division Incident Management (f/m/d)

TÜV SÜD AG; München; On-site; EUR 130,000 - 190,000; Full time

Job summary

TÜV SÜD AG in Munich seeks the Head of PS Division Incident Management to lead a central team responsible for serious incidents, complaints and claims across the PS business worldwide, and to safeguard the TÜV SÜD brand.

The role requires a technical or legal degree, strong technical comprehension, and excellent English/German. You will coordinate investigations, liaise with global operations and external counsel, and drive risk reduction and preventive actions.

Qualifications

• Technical or legal degree.
• Strong comprehension of technical matters.
• Solid knowledge of contract law, trademark law, procedural law, ProdSG and MDR.
• Excellent English and German communication skills.
• Resilience, perseverance and a hands-on approach.

Responsibilities

• Lead the PS Incident Management central team for serious incidents, complaints and claims globally.
• Protect the TÜV SÜD brand in relation to certification marks under PS division.
• Coordinate global quality assurance activities and preventive actions to avoid future incidents.
• Coordinate investigations with complaint managers worldwide and external legal counsel.
• Support accreditation bodies, regulators and risk management with timely, accurate information.

Skills

Strong technical comprehension

English & German communication

Resilience and assertiveness

Education

Technical or legal degree

Job description

At TÜV SÜD Group, we are passionate about technology. Innovations shape our lives in many different ways, and at TÜV SÜD Group, we are highly committed to playing an active role in this progress. We test, we certify, we inspect, and we advise. We challenge ourselves every day to help ensure the safety of people and society. We live technology. We strive for professional excellence. We make an impact. We take the future into our own hands. We are TÜV SÜD Group.

The PS Division Incident Management Department plays a critical role in our business by ensuring that operational disruptions are identified, managed, and resolved swiftly and effectively, safeguarding service continuity in a highly regulated environment. It is a key differentiator, demonstrating our ability to meet stringent compliance requirements while maintaining trust with clients and regulators. Beyond reactive response, it enables proactive issue identification and mitigation, strengthening our license to operate by reducing risk exposure and ensuring accountability. Furthermore, robust incident management minimizes the likelihood and impact of service failures, helping protect the organization from financial losses, reputational damage, and potential damage claims.

Leadership Tasks:

Work with the current Head of PS Incident Management to lead & develop of a central team to:

• manage serious incidents/ complaints/ claims in regard to PS business globally
• to protect the TÜV SÜD brand in regard to the use of certification marks under PS division
• coordinate global quality assurance activities such as comparison tests for high-risk products as preventive action to avoid future incidents

To take over the position of Head of PS Division Incident Management by Mid-2027 and ensure a proper handover of leadership

Tasks of the PS Incident Management in relation to risk management and damage claims:

• Develop and coordinate strategies to defend PS Division against unjustified damage claims and reduce legitimate claims to the extent of the fault
• Coordination of the investigation of serious incidents/ complaints/ deviations or claims (processes and technical issues) with complaint managers located in the operations worldwide according to the global PS Division Incident Management ProcedureRisk assessment and risk reporting to the management
• Manage activities and coordination with external legal counsel as corporate legal department at TÜV SÜD
• Support PS certification bodies and coordination of communication with accreditation bodies and supervisory authorities (e.g. in case of hearing letters and withdrawal of licenses proceedings)
• Coordinate with PS Quality Management to provide input on improvements based on analysis of incidents/ complaints/ deviations or claims
• Support of operational departments in high-risk projects

Tasks of PS Incident Management in relation to risk management and damage claims:

• Implementation and maintenance of EU border seizure procedures according to EU Regulation 608/2013 für TÜV SÜD Product Service trademarks
• Trade fair inspections in cooperation with customs/criminal investigators and TÜV Markenverbund e.V.
• Provide anti-counterfeiting training in relation to TÜV SÜD and TÜV SÜD Product Service marks
• Prosecution of trademark infringements and forgery of certificates, test reports or licenses in cooperation with certification bodies
• Manage cease-and-desist letters to enforce claims regarding misuse of TÜV SÜD brand/ marks in relation to Product Service issues

Tasks of PS Incident Management in relation to Quality Assurance:

• Identify high risk products within the testing and certification scope in the field of Product Service which could cause future incidents/ complaints/ deviations or claims
• Coordinate global quality assurance activities such as elected comparison tests for high-risk products detected by the risk radar system
• Analyse the results in close cooperation with technical experts and Quality Management to determine preventive actions.

Qualification:

• Technical or legal degree
• Strong comprehension skills - especially in technical matters
• Solid legal knowledge - especially in contract law, trademark law, procedural law, and the German Product Safety Act (ProdSG) and Medical Devices Regulation (MDR)
• Expert-level knowledge in the areas of accreditation and certification of consumer, commercial and medical devices
• Resilience, perseverance, assertiveness, and a hands‑on approach
• Flexibility and the ability to quickly grasp complex issues
• Risk Awareness
• Excellent oral and written communication skills in English and German due to communication with accreditors and market surveillance authorities as well as law enforcement authorities.
• Aditional language skills are welcome

At TÜV SÜD Group, people from more than 100 nations work together - people with different backgrounds, skills and goals. Our strength lies in these many diverse perspectives.

We are committed to being an inclusive and diverse employer by welcoming everyone. Diversity and inclusion are the foundation of our company, and we foster an environment in which all our employees can trust that they will be treated with respect - regardless of age, nationality, ethnic background, disability, gender and gender identity, sexual orientation, religion or belief.

We expect all our employees to conduct themselves at all times in accordance with the TÜV SÜD Group Code of Ethics and our corporate values.

We firmly believe that consistently embedding these values will continue to make a significant contribution to the success of TÜV SÜD Group.