What are the responsibilities and job description for the Relationship Manager position at TÜV SÜD?
Established more than 150 years ago in Germany, TÜV SÜD is a leading global provider of technical services with more than 25.000 highly skilled employees across 1,000 offices worldwide. For over 30 years, throughout 33 locations, it is TÜV SÜD America’s priority to create a safer future. To protect people, property and the environment from technology-related risks; we drive consumer protection, digital transformation, sustainable development, and urbanization.
Tasks/Aufgaben
The Relationship Manager is responsible for building strong relationship with our clients to answer their needs and manage certification project team (Project coordinators, Project handlers, experts, and certification body reviewers) for quality and timely delivery of our services to positively enhance customer experience. The Relationship Manager is accountable and ensures the proper execution of all phases of the certification process from Application to Certification.
The manager will be supporting multiple customers, various projects for each customer and support projects related to process improvement as necessary. The Manager is responsible for customer-related topics.
Some domestic travel may be needed.
Responsibilities
The duties of the Relationship manager include but is not limited to:
Represent TÜV SÜD toward assigned customers
Represent assigned customers toward TÜV SÜD
Lead the Project Management with the collective and collaborative internal teams.
Accountable for all phases of the certification process from application to certification.
Central interface between all stakeholders involved in a certification project.
The responsibilities of the Relationship manager include but is not limited to:
Set up transparent and effective communication framework with the customer
Planning all phases of service projects including determination of competencies and capacities.
Oversee the Certification projects, follow up activities and handling issues as they are escalated.
Timely completion of certification projects
Oversee the internal system tools to ensure information contained therein remains current
Strive towards a harmonized customer experience
Deploys key actions / global solutions in coordination with management / Global Focus Teams
Evaluate the performance and provide feedback of the project team/team s individual
Provide feedback to the responsible Expertise Manager
A good team spirit in collaborating effectively with colleagues
Ensure policies, practices and procedures are understood and followed by direct reports, customers and stakeholders.
Monitors, analyzes, and reports client base status (health) and trends monthly, quarterly, and annually
Support growth of designated customers: Identify new business opportunities within accounts and coordinate with Sales and Marketing to promote the full range of TÜV SÜD America products and services
Take ownership of customer needs and feedback including complaints
Provides technical assistance as needed and upon request to all parties involved in the certification process, including Business Development & Marketing Departments
Effectively perform all duties to support organizational Goals/KPI s in association with certification services, other grown services, customer satisfaction; track KPI performances regularly, identify improvement actions necessary for meeting all performance metrics, report semi-annually on division KPIs.
Keep abreast of present and future applicable Auditing Planning requirements, procedures, technology and TÜV service capabilities through internal training sessions, external seminars, and reading of technical articles as applicable.
Additional Responsibilities
Support the Company s vision and mission statement.
Adhere to all Company policies and procedures as outlined in the various Corporate Policies and the Employee Handbook.
All employees are responsible for general cooperation and support of all Company locations.
All employees are expected to work in a manner that supports a safe and healthy work environment for themselves and others. This includes following established rules, policies, and practices of environmental, health and safety in the workplace.
Qualifications/Qualifikationen
Education and Experience
Bachelor s degree in technical related field (Engineering, Bioengineering, Biomedical Sciences, …)
Preferred Qualifications:
Master s degree in a technical/scientific field preferably medical devices / IVDs
4 years of medical devices industry experience
Required Experience
Project Management experience obtained through advanced education and work experience
Managing large projects or processes with limited oversight from manager. Coaching, reviewing and delegating work to other professionals.
Preferred Experience:
7 years of experience in regulatory affairs, product development, research & development, clinical research
Experience with CE marking, Medical Device Directive, Medical Device Regulation, ISO 13485, and MDSAP certification
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or business community.
Demonstrated ability or previous experience as a team leader or supervisor, preferred.
Appropriate knowledge and experience of risk management and related medical device standards and guidance documents
Specific Skills, Knowledge and Abilities:
Proficient in project management. Demonstrates and encourages collective responsibility in teams.
Able to influence through communication-based on logic and reason and to respond constructively to the needs of others. Able to negotiate effectively. Able to command respect at all levels and cultural interfaces.
Clear, precise, and well-organized and pragmatic
Problem solving / analysis
Strong reliability and accountability
Able to work independently
Ability to prioritize and manage multiple priorities effectively,
Flexibility/adaptability: Ability to actively manage ongoing change. Able to adopt means of communication and interaction with people from different cultures
Learning Agility: Ability to learn from experience and suggest changes to improve TUV SUD services.
Further Information
Equal Opportunity Employer Disability and Veteran
TÜV SÜD America, Inc. is an equal opportunity, affirmative action employer and considers qualified applicants for employment without regard to race, color, creed, religion, ancestry, marital status, genetics, national origin, sex, sexual orientation, gender identity and expression, age, physical or mental disability, veteran status and those laws, directives, and regulations of Federal, State, and Local governing bodies or agencies. We participate in the E-Verify Employment Verification Program.
For more information on applicable equal employment regulations, please refer to the following: Labor Law Posters
143400
Tasks/Aufgaben
The Relationship Manager is responsible for building strong relationship with our clients to answer their needs and manage certification project team (Project coordinators, Project handlers, experts, and certification body reviewers) for quality and timely delivery of our services to positively enhance customer experience. The Relationship Manager is accountable and ensures the proper execution of all phases of the certification process from Application to Certification.
The manager will be supporting multiple customers, various projects for each customer and support projects related to process improvement as necessary. The Manager is responsible for customer-related topics.
Some domestic travel may be needed.
Responsibilities
The duties of the Relationship manager include but is not limited to:
Represent TÜV SÜD toward assigned customers
Represent assigned customers toward TÜV SÜD
Lead the Project Management with the collective and collaborative internal teams.
Accountable for all phases of the certification process from application to certification.
Central interface between all stakeholders involved in a certification project.
The responsibilities of the Relationship manager include but is not limited to:
Set up transparent and effective communication framework with the customer
Planning all phases of service projects including determination of competencies and capacities.
Oversee the Certification projects, follow up activities and handling issues as they are escalated.
Timely completion of certification projects
Oversee the internal system tools to ensure information contained therein remains current
Strive towards a harmonized customer experience
Deploys key actions / global solutions in coordination with management / Global Focus Teams
Evaluate the performance and provide feedback of the project team/team s individual
Provide feedback to the responsible Expertise Manager
A good team spirit in collaborating effectively with colleagues
Ensure policies, practices and procedures are understood and followed by direct reports, customers and stakeholders.
Monitors, analyzes, and reports client base status (health) and trends monthly, quarterly, and annually
Support growth of designated customers: Identify new business opportunities within accounts and coordinate with Sales and Marketing to promote the full range of TÜV SÜD America products and services
Take ownership of customer needs and feedback including complaints
Provides technical assistance as needed and upon request to all parties involved in the certification process, including Business Development & Marketing Departments
Effectively perform all duties to support organizational Goals/KPI s in association with certification services, other grown services, customer satisfaction; track KPI performances regularly, identify improvement actions necessary for meeting all performance metrics, report semi-annually on division KPIs.
Keep abreast of present and future applicable Auditing Planning requirements, procedures, technology and TÜV service capabilities through internal training sessions, external seminars, and reading of technical articles as applicable.
Additional Responsibilities
Support the Company s vision and mission statement.
Adhere to all Company policies and procedures as outlined in the various Corporate Policies and the Employee Handbook.
All employees are responsible for general cooperation and support of all Company locations.
All employees are expected to work in a manner that supports a safe and healthy work environment for themselves and others. This includes following established rules, policies, and practices of environmental, health and safety in the workplace.
Qualifications/Qualifikationen
Education and Experience
Bachelor s degree in technical related field (Engineering, Bioengineering, Biomedical Sciences, …)
Preferred Qualifications:
Master s degree in a technical/scientific field preferably medical devices / IVDs
4 years of medical devices industry experience
Required Experience
Project Management experience obtained through advanced education and work experience
Managing large projects or processes with limited oversight from manager. Coaching, reviewing and delegating work to other professionals.
Preferred Experience:
7 years of experience in regulatory affairs, product development, research & development, clinical research
Experience with CE marking, Medical Device Directive, Medical Device Regulation, ISO 13485, and MDSAP certification
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or business community.
Demonstrated ability or previous experience as a team leader or supervisor, preferred.
Appropriate knowledge and experience of risk management and related medical device standards and guidance documents
Specific Skills, Knowledge and Abilities:
Proficient in project management. Demonstrates and encourages collective responsibility in teams.
Able to influence through communication-based on logic and reason and to respond constructively to the needs of others. Able to negotiate effectively. Able to command respect at all levels and cultural interfaces.
Clear, precise, and well-organized and pragmatic
Problem solving / analysis
Strong reliability and accountability
Able to work independently
Ability to prioritize and manage multiple priorities effectively,
Flexibility/adaptability: Ability to actively manage ongoing change. Able to adopt means of communication and interaction with people from different cultures
Learning Agility: Ability to learn from experience and suggest changes to improve TUV SUD services.
Further Information
Equal Opportunity Employer Disability and Veteran
TÜV SÜD America, Inc. is an equal opportunity, affirmative action employer and considers qualified applicants for employment without regard to race, color, creed, religion, ancestry, marital status, genetics, national origin, sex, sexual orientation, gender identity and expression, age, physical or mental disability, veteran status and those laws, directives, and regulations of Federal, State, and Local governing bodies or agencies. We participate in the E-Verify Employment Verification Program.
For more information on applicable equal employment regulations, please refer to the following: Labor Law Posters
143400
