About SHL Medical

SHL Medical is a world-leading provider in the design, development, and manufacturing of advanced self-injection devices. With a global team of 6,000 employees, we partner with leading pharmaceutical and biotech companies to deliver innovative autoinjectors, pen injectors, and other drug delivery systems that ensure effective treatment for patients. Headquartered in Switzerland since 2018, with key operations in Sweden, Taiwan, and the US, we are united by a commitment to innovation, impact, and growth. Together, we empower our people to develop solutions that make a meaningful difference in the lives of millions of patients while fostering a supportive, inclusive, and dynamic workplace for our colleagues.

Job Overview

The Quality Account Manager (Senior Quality Engineer Global Grade) represents the Quality core interface to the large/ key customers. This role will have a close cross department collaboration with Operation, Growth, and Program Management, etc to secure holistic service provision and support for customer satisfaction enhancement.  This role is responsible for driving integration across functions, improving delivery value to customers, assuring compliance with regulatory standards, and maximizing overall operational performance. This role will also provide Quality oversight to assure design, development, manufacturing and post-market of SHL Medical products are compliant to applicable regulations, standards and SOPs.

Main Responsibilities

• Customer request management: Address customer needs with urgency while driving continuous improvement initiatives tailored to customer-specific requirements.
• Primary quality liaison: Serve as the main point of contact for critical quality inquiries and feedback, ensuring transparent communication and timely updates on issue resolution.
• Performance monitoring: Track, analyze, and report on key quality metrics (KPIs) and customer satisfaction scores to identify trends and improvement opportunities.
• Cross-functional partnership: Collaborate with value chain managers, program managers, and account managers to enhance customer experience and support business growth.
• Customer representation: Act as the lead Quality representative in customer interactions and engagements.
• Customer service excellence: Demonstrate exceptional service standards while engaging effectively with direct reports, peers, and stakeholders.
• Relationship building: Develop customer intimacy by establishing and maintaining strong, trust-based business relationships.
• Strategic alignment: Participate in regular meetings with organizational management to provide updates and contribute to strategic planning.
• Consultative leadership: Act as a consultant and provide guidance on special projects requested by customers.
• Quality governance: Lead Quality and Change Control meetings with customers to ensure alignment and compliance.
• Event ownership: Maintain oversight of quality events, with a comprehensive understanding of customer project and product status.

Minimum Qualifications

• Key Interpersonal and Leadership Traits for Success
• Cross-functional collaboration & communication: Ability to work seamlessly across diverse teams and stakeholders.
• Leadership & project management: Proven capability to lead initiatives, drive alignment, and deliver results.
• Analytical mindset: Strong problem-solving skills with a structured, data-driven approach.
• Customer focus: Decisions guided by customer needs and long-term partnership building.
• Sound judgment in escalation: Confidence to make timely, appropriate escalation decisions.
• Adaptability: Skilled at navigating ambiguity, complexity, and organizational change.
• Resilience under pressure: High stress tolerance with the ability to prioritize effectively in demanding situations.
• Relationship building: Ability to establish professional rapport and foster trust with customers.

Qualifications

• Bachelor of Science or above
• Minimum 8 years QA related experience
• Experience in medical devices industry is preferred
•  Knowledge of regulatory compliance: GMP, QSR & ISO 13485 is preferred
• Strong English communication skillsProfessional reporting and good presentation skills
• Regulatory affairs experience is preferred
• Proficient problem-solving skills
• Statistical knowledge, six green belt or green belt is preferred
• Flexibility: Willingness to adjust working hours to align with US or European time zones.
• Mobility: Availability to travel for customer visits and business needs.

We Offer

• Challenging assignments in a fast-growing and innovative industry.
• A multicultural team and modern working environment with state-of-the-art facilities and technologies.
• A place where we take pride in the inclusive and collaborative environment we have built - one where a true sense of belonging fosters meaningful exchange and shared growth.
• Various opportunities for personal and professional development within a global organization.
• Flexible hours and hybrid working policy.