Customer Quality & Lab Manager

About the role

BULGIN TUNISIE is looking for a Customer Quality & Lab Manager in La Manouba, Tunisia. The role ensures customer satisfaction by managing customer quality complaints, resolving product issues, monitoring quality performance and overseeing laboratory activities so products comply with international approval standards.

Key responsibilities

• Manage customer complaints, RMAs, stock returns and field failures, ensuring timely resolution and effective corrective actions.
• Lead root-cause analysis and problem solving with 8D, FMEA and other quality tools; prepare 8D reports, coordinate product recalls and implement lessons learned.
• Develop and monitor customer quality dashboards, KPIs, scorecards and improvement action plans.
• Manage customer feedback, satisfaction surveys and customer audits.
• Oversee laboratory activities, approval testing programs, product compliance and certification requirements.
• Supervise calibration and maintenance of laboratory and measurement equipment.
• Maintain quality documentation and lead continuous improvement initiatives, including quality training and coaching.
• Manage laboratory CAPEX and coordinate with internal and external stakeholders.

Required profile

• Engineering degree or equivalent qualification in Quality Management.
• Significant experience in customer quality, quality assurance and manufacturing.
• Strong knowledge of ISO 9001 and ISO 17025; IATF 16949 is an advantage.
• Technical knowledge of electrical/electronic engineering, technical drawings, testing procedures and measurement equipment.
• Experience with electrical, mechanical, flammability and IPX testing.
• Availability for international travel and flexible hours to support global customers.

Required skills

• Quality tools: 8D, PPAP, FMEA, Control Plans, SPC, TPM, DOE and capability studies.
• Proficiency in Microsoft Office and Minitab.
• Desirable: automotive industry experience, Lean/Six Sigma certification and auditing expertise.