Service Quality Manager

NOV Inc.•Houston, TX

19h

About The Position

DUTIES & RESPONSIBILITIES: Quality Management System Create, update, and implement local and operations procedures to meet the NOV QMS. Maintain industry and NOV QMS knowledge by reviewing new publications and updates. Proactively participate in maintaining the QMS system and drive improvement opportunities. Incident Management Report, investigate, and follow up on Non-Conformance Reports (NCRs) across all aspects, including field incidents (JIRA/ITRAX), NCRs related to delivery/suppliers (JDE), and Corrective and Preventive Actions (JDE) resulting from audits, supplier issues, customer concerns, and service delivery. Support and create root cause analysis of incidents that require corrective action. Ensure that service quality alerts detailing identified issues, associated risks, and recommended corrective actions are created. Assist other departments within the organization with customer concerns and feedback, meeting deadlines and delivering results while ensuring efficient and prompt resolution of customer issues. QMS Implementation Facilitate team efforts to establish and monitor customer-supplier relations. Assist in maintaining quality metrics for suppliers, conduct audits, and request waivers Ensure that the department's service delivery complies with customer requirements, government legislation, and internal company rules and procedures. Manage the internal and external Quality Audits required for your assigned facilities. Lead regular internal audit processes according to the established annual plan. Lead facility quality meetings reporting the Quality Metrics and Objectives & Targets, ensuring planning and actions are created. Follow up on Management of Change for quality aspects and maintain Quality Risk Assessments General Providing training and guidance to the team on quality standards and best practices. Execute tasks in compliance with company procedures, processes, HSEQ standards, and best practices. Carry out other duties as and when business requirements dictate as may be reasonably expected by the line manager.

Requirements

Work independently or in a team and support other team members in Service Quality related issues
Good collaborative skills and high professional motivation
Ability to work in a structured and independent manner.
Adept at exercising good judgment, even when faced with incomplete information and tight deadlines
Able to allocate time effectively to complete tasks.
Able to define, work within and improve business processes while exercising good judgment based on immediate and future business needs.
A candid team player who collaborates with peers to solve problems
Imbued with a strong sense of customer focus (internal/external)
Team player with good communication skills
Bachelor’s degree in engineering or Associated topics or equivalent experience in a quality management role.
Previous experience in similar job role
Computer literacy, including good knowledge of Microsoft application
Good communication skills
Knowledge of ISO9000, ISO9001, ISO9004, ISO19011 and/or other QA standards.

Nice To Haves

Master’s degree in engineering, risk management, applied data science or similar
Certification as a ISO9001 Lead Auditor.
Experience working with oil & gas quality management systems, such as API Q1 and Q2
Experience with internal and external audit processes
Experience with non-conformance management
Experience in Risk Management
Training on ISO9000, ISO9001, ISO9004, ISO19011 and/or other QA standards

Responsibilities

Create, update, and implement local and operations procedures to meet the NOV QMS.
Maintain industry and NOV QMS knowledge by reviewing new publications and updates.
Proactively participate in maintaining the QMS system and drive improvement opportunities.
Report, investigate, and follow up on Non-Conformance Reports (NCRs) across all aspects, including field incidents (JIRA/ITRAX), NCRs related to delivery/suppliers (JDE), and Corrective and Preventive Actions (JDE) resulting from audits, supplier issues, customer concerns, and service delivery.
Support and create root cause analysis of incidents that require corrective action.
Ensure that service quality alerts detailing identified issues, associated risks, and recommended corrective actions are created.
Assist other departments within the organization with customer concerns and feedback, meeting deadlines and delivering results while ensuring efficient and prompt resolution of customer issues.
Facilitate team efforts to establish and monitor customer-supplier relations. Assist in maintaining quality metrics for suppliers, conduct audits, and request waivers
Ensure that the department's service delivery complies with customer requirements, government legislation, and internal company rules and procedures.
Manage the internal and external Quality Audits required for your assigned facilities.
Lead regular internal audit processes according to the established annual plan.
Lead facility quality meetings reporting the Quality Metrics and Objectives & Targets, ensuring planning and actions are created.
Follow up on Management of Change for quality aspects and maintain Quality Risk Assessments
Providing training and guidance to the team on quality standards and best practices.
Execute tasks in compliance with company procedures, processes, HSEQ standards, and best practices.
Carry out other duties as and when business requirements dictate as may be reasonably expected by the line manager.