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Service Quality Assurance Manager

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20/02/2024 100% Permanent position
Sonova AG

Who we are

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, we - through our core business brands Phonak, Unitron, Sennheiser, Advanced Bionics and AudioNova - develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.

Service Quality Assurance Manager

As Service Quality Assurance Manager, you will ensure compliance with procedures and regulations in the aftersales service and repair processes.

This role can be filled in either Alicante (Spain) or Wellington (UK). Nevertheless, we encourage applicants from around the globe to apply, if they are willing to relocate.

Your tasks

  • Develop and implement quality assurance and document control activities to ensure compliance with global and internal procedures and international regulations in the aftersales service and repair process
  • Implement meaningful service Key Performance Indicators (KPIs) to measure the effectiveness of processes
  • Perform quality assurance trainings for service people (e.g. traceability)
  • Provide oversight and communicate relevant information and actions to be implemented from Quality Assurance, Reliability, Manufacturing Engineering, and Operations to Sonova Service Centers and service order entry sites to ensure prompt resolution of quality issues and other related product and process concerns
  • Ensure the establishment and rollout of quality assurance best practices across service sites, encouraging harmonization where possible
  • Actively drive quality assurance activities for service, support required service verifications and validations activities, process and equipment validations, and the creation of service manuals
  • Act as a trusted partner for quality assurance activities, support/lead corrective, and preventive actions, managing change, providing support for non-conformities, conducting internal audits, and supporting external audits related to quality aspects of production, including design transfer activities
  • Support complaint handling team with service complaints
  • Support layered process audit program as required

Your profile

  • University degree in Engineering, Science, Quality and/or a related field of study
  • 4+ years of experience in a medical device manufacturing environment in a quality-related role
  • Knowledge of ISO 13485, ISO 9001, MDR 2017/745, 21 CFR 820, MDSAP 
  • Ability to understand, interpret and explain complex device quality regulations to non-experts
  • Familiarity with navigating in changing environments, resilience to resistance, and strong influencing skills
  • Combination of strong technical background and business acumen 
  • Excellent interpersonal, communication and stakeholder management skills
  • Proficiency in English, ensuring seamless communication within a diverse, global environment
  • Good knowledge of the MS Office toolkit 

Our offer

We can offer you a new challenge, with interesting tasks and much more - including an open corporate culture, flat hierarchies, support for further training and development, opportunities to take on responsibility, an excellent range of foods, sports and cultural facilities, attractive employment conditions, and flexible working time models in various roles. Employment level: 100%.

Marcel Huber, Manager Talent Acquisition, is looking forward to receiving your complete application (cover letter, CV, references and certificates) via our online job application platform.

For this vacancy only direct applications will be considered. 

Sonova AG
Laubisrütistrasse 28
CH-8712 Stäfa
+41 58 928 01 01

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Sonova AG

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