Head of Quality and Support

SSL HQ, Begbroke Oxford
Reporting to: 
Managing Director
Full time, salaried

Solid State Logic is a ground-breaking professional audio manufacturer. We have evolved to become the world’s leading manufacturer of analogue and digital audio consoles and provider of creative tools for film, audio, video, and broadcast professionals. We invent, design, and manufacture technology for the creative manipulation of sound.
This is an excellent opportunity for a talented Head of Quality and Support to join our prestigious team at Solid State Logic.

Key Responsibilities:

Strategy and Development
• Overall responsibility and accountability for customer experience, maintaining the company’s reputation for providing industry leading support.
• Deliver Support business revenue targets.
• Drive any necessary cultural change and implement best practice policies and procedures to ensure excellent product quality.
• Control both Support and QA departmental budgets and expenditure in order to ensure profitability targets are met.
• Identify new opportunities to innovate and widen business activities.

General and Task Management
• Lead and manage product quality from conception through to end of life.
• Maintain strong communication between teams to facilitate the exchange of information, to implement change, and drive continuous improvement activities.
• Continually review departmental practises, procedures and metrics to improve both standards and efficiency.
• Report quality shortfalls and major support incidents on a regular basis to the Senior Management team.
• Provide regular forecasting and reporting on the Support business performance.
• In coordination with the Senior Management team, maintain and develop policy guidelines for all products and services.
• Manage Support inventory to maintain an adequate exchange parts inventory, while working to meet the company’s working capital objectives.
• Represent customer experience within the NPI process and define policy to support the introduction of new products.
• Management of product life cycle, post end of sale.
• Maintain Support related ERP data.
• Develop and maintain support related content on Solid State Logic’s public and Technical Documentation web sites.

A negotiable salary package commensurate with the candidate’s experience is offered.
Please apply for this position by sending a CV and covering letter stating your experience and current salary to:
To apply for this position, you must already have the right to work in the UK.

Contact Email: