Head of PS Division Incident Management

At TÜV SÜD Group, we are passionate about technology. Innovations shape our lives in many different ways, and at TÜV SÜD Group, we are highly committed to playing an active role in this progress. We test, we certify, we inspect, and we advise. We challenge ourselves every day to help ensure the safety of people and society. We live technology. We strive for professional excellence. We make an impact. We take the future into our own hands. We are TÜV SÜD Group.

The PS Division Incident Management Department plays a critical role in our business by ensuring that operational disruptions are identified,  managed, and resolved swiftly and effectively, safeguarding service continuity in a highly regulated environment. It is a key differentiator,
demonstrating our ability to meet stringent compliance requirements while maintaining trust with clients and regulators. Beyond reactive response, it enables proactive issue identification and mitigation, strengthening our “license to operate” by reducing risk exposure and
ensuring accountability. Furthermore, robust incident management minimizes the likelihood and impact of service failures, helping protect the organization from financial losses, reputational damage, and potential damage claims.

Leadership Tasks:

• Work with the current Head of PS Incident Management to lead &
  develop of a central team to:
  o manage serious incidents/ complaints/ claims in regard to PS
  business globally
  o to protect the TÜV SÜD brand in regard to the use of
  certification marks under PS division
  o coordinate global quality assurance activities such as
  comparison tests for high-risk products as preventive action
  to avoid future incidents
• To take over the position of Head of PS Division Incident
  Management by Mid-2027 and ensure a proper handover of
  leadership

Tasks of the PS Incident Management in relation to risk
management and damage claims:

• Develop and coordinate strategies to defend PS Division against
  unjustified damage claims and reduce legitimate claims to the
  extent of the fault
• Coordination of the investigation of serious incidents/ complaints/
  deviations or claims (processes and technical issues) with
  complaint managers located in the operations worldwide according
  to the global PS Division Incident Management Procedure
• Risk assessment and risk reporting to the management
• Manage activities and coordination with external legal counsel as
  corporate legal department at TÜV SÜD
• Support PS certification bodies and coordination of communication
  with accreditation bodies and supervisory authorities (e.g. in case
  of hearing letters and withdrawal of licenses proceedings)
• Coordinate with PS Quality Management to provide input on
  improvements based on analysis of incidents/ complaints/
  deviations or claims
• Support of operational departments in high-risk projects

Tasks of PS Incident Management in relation to risk management
and damage claims:

• Implementation and maintenance of EU border seizure procedures
  according to EU Regulation 608/2013 für TÜV SÜD Product
  Service trademarks
• Trade fair inspections in cooperation with customs/criminal
  investigators and TÜV Markenverbund e.V.
• Provide anti-counterfeiting training in relation to TÜV SÜD and TÜV
  SÜD Product Service marks
• Prosecution of trademark infringements and forgery of certificates,
  test reports or licenses in cooperation with certification bodies
• Manage cease-and-desist letters to enforce claims regarding
  misuse of TÜV SÜD brand/ marks in relation to Product Service
  issues

Tasks of the PS Incident Management in relation to Quality
Assurance:

• Identify high risk products within the testing and certification scope
  in the field of Product Service which could cause future incidents/
  complaints/ deviations or claims
• Coordinate global quality assurance activities such as elected
  comparison tests for high-risk products detected by the risk radar
  system
• Analyse the results in close cooperation with technical experts and
  Quality Management to determine preventive actions.

Qualification:

• Technical or legal degree
• Strong comprehension skills – especially in technical matters
• Solid legal knowledge - especially in contract law, trademark law,
  procedural law, and the German Product Safety Act (ProdSG) and
  Medical Devices Regulation (MDR)
• Expert-level knowledge in the areas of accreditation and
  certification of consumer, commercial and medical devices
• Resilience, perseverance, assertiveness, and a hands-on
  approach
• Flexibility and the ability to quickly grasp complex issues
• Risk Awareness
• Excellent oral and written communication skills in English and
  German due to communication with accreditors and market
  surveillance authorities as well as law enforcement authorities.
  Aditional language skills are welcome

At TÜV SÜD Group, people from more than 100 nations work together – people with different backgrounds, skills and goals. Our strength lies in these many diverse perspectives.

We are committed to being an inclusive and diverse employer by welcoming everyone. Diversity and inclusion are the foundation of our company, and we foster an environment in which all our employees can trust that they will be treated with respect – regardless of age, nationality, ethnic background, disability, gender and gender identity, sexual orientation, religion or belief.

We expect all our employees to conduct themselves at all times in accordance with the TÜV SÜD Group Code of Ethics and our corporate values.

We firmly believe that consistently embedding these values will continue to make a significant contribution to the success of TÜV SÜD Group.