Senior Manager, Customer Quality

Ceer; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading company in the automotive industry is seeking a Senior Manager Quality to oversee field investigations and ensure compliance with safety standards. The role involves managing product safety documentation, leading teams, and driving process improvements. Candidates should have a strong engineering background and extensive experience in quality management.

Qualifications

• At least 3+ years in leadership roles within product development, quality, or customer experience operations.
• 10+ years in technical roles such as Field Quality or Operations Quality.

Responsibilities

• Manage field investigations for compliance with safety guidelines.
• Oversee special investigations and ensure comprehensive documentation.
• Coordinate cross-functional efforts to resolve investigation roadblocks.

Skills

Leadership

Technical Skills

Process Improvement

Education

Master's or Bachelor's degree in Engineering

Job description

Key Functional Responsibilities:

1. Manage field investigations for Ceer products across the Kingdom of Saudi Arabia and other GCC countries, ensuring compliance with:

• Ministry of Commerce Consumer Protection Law
• ISO 10377 Consumer Product Safety Guidelines for suppliers
• ISO 10393 Consumer Product Recall Guidelines for suppliers

Process Development & Evolution:

• Maintain business process documentation (ISO9001:2015 Level 2 and Level 3) related to product safety, investigations, and field actions.
• Oversee special investigations, including vehicle fire origin & cause and accident reconstruction.
• Manage CFI documentation systems and tools, such as PCR web-based tools and CPIRS database.
• Continuously improve standard work tools to align with international standards and industry best practices.

Process Delivery:

• Review all new Product Condition Reports (PCRs), ensuring timely notification to relevant stakeholders.
• Assess initial severity of PCRs.
• Assign investigations considering technical skills and capacity.
• Drive timely resolution of critical issues.
• Act as Secretariat for PAR and CPIRC meetings.
• Coordinate cross-functional efforts to resolve investigation roadblocks.
• Support procurement and finance with cost estimations and budget development.

Key Managerial Accountabilities:

• Ensure investigations are comprehensive and documented chronologically.
• Meet all mandatory reporting requirements to government authorities regarding consumer injuries and vehicle accidents.
• Obtain necessary approvals before executing port of entry holds, retrofit activities, or stop sale/delivery actions.
• Provide timely information to the Aftersales team post-investigation.

People Leadership:

• Ensure team members have necessary technical and professional skills.
• Engage with team to motivate and develop their careers.
• Provide feedback, guidance, and support to foster a positive work environment.

Job Requirements

• Master's or Bachelor's degree in Engineering (Mechanical, Aerospace, Automotive, Electrical).
• At least 3+ years in leadership roles within product development, quality, or customer experience operations.
• 10+ years in technical roles such as Field Quality, Operations Quality, or Test & Validation Engineering, or 5+ years in senior external leadership roles in automotive safety or quality management.

Company Industry

• Automotive
• Auto Accessories

Department / Functional Area

Keywords

• Senior Manager
• Customer Quality

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