Quality and Service Manager

RAD Resources; Germiston; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Additionally, you will provide quality input to product development, support testing, and lead service and reporting teams to improve customer outcomes and compliance, with a strong emphasis on continuous improvement.

Qualifications

• Minimum 5–8 years' relevant experience in Quality, Service, Engineering, Manufacturing, Supply Chain or related environment.
• At least 3 years' management/leadership experience.
• Experience with audits, corrective actions and product compliance.

Responsibilities

• Lead the Quality function and ensure QA/QC across local and imported products.
• Ensure ISO 9001 and SA/international product standards compliance.
• Oversee supplier/factory audits and product compliance requirements.
• Manage product non-conformances, CARs, CAPs and corrective actions.
• Analyse warranty returns and product failures to drive root cause actions.
• Monitor supplier quality performance and drive effective corrective actions.
• Maintain quality and compliance documentation and certificates.

Skills

Quality management

Leadership

Cross-functional collaboration

Audits

Root cause analysis

Data analysis

Process improvement

Education

Engineering, Quality Management, Supply Chain, Operations or related field

Job description

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.