Production & Quality Manager/Director

Introduction to XYZ

A ground-breaking & award-winning Construction Technology company; XYZ Reality are the creators of the world's first and only engineering-grade Augmented Reality solution, purpose-built for the construction industry. Not only have we created this technology, that sits within The Atom - a smart, site-safe headset and hardhat - but we implement it on major Mission Critical (Data Centres, Oil & Gas, Pharmaceutical, Aviation) projects, utilising the power of AR to ensure that all schemes are completed in line with the delivery timescales and budgets.

Key Responsibilities Production Planning and Execution

• Direct the assembly, calibration, and testing of AR systems (hard hats, controllers, basestations, charge stations, batteries, and accessories) to precise specifications and SOP standards.
• Manage production scheduling to meet annual targets of 80-140 new systems and up to 40 repairs, whilst accommodating material lead times and seasonal constraints.
• Coordinate with procurement to anticipate supply chain challenges; develop contingency plans for component shortages.
• Maintain detailed production records, build serialisation, and full product traceability through the E-Max ERP system.
• Ensure production meets forward looking schedules and communicates status weekly to leadership.

Quality Assurance and Compliance

• Establish and enforce a robust quality management system (QMS) aligned with industry standards for advanced medical device like manufacturing.
• Conduct final inspections on all outgoing products; perform root cause analysis on customer returns and field failures.
• Ensure incoming component inspection meets acceptance criteria; maintain detailed defect and non conformance records.
• Drive continuous improvement in processes, SOPs, and tooling to reduce defects, rework, and repair cycles.
• Monitor quality metrics (yield, scrap rate, rework, customer satisfaction) and report to leadership.

Product Support and RMA Management

• Own the Freshdesk customer support workflow; triage and respond to hardware support tickets.
• Coordinate replacement unit shipments and RMA logistics.
• Perform failure analysis on returned units; identify root causes and implement corrective actions.
• Track failure trends and communicate insights to the design and procurement teams.
• Ensure timely requalification and redeployment of repaired units.

Team Leadership and Knowledge Capture

• Lead a small growing team, high calibre team (Production Technician, existing Test Tech, Stock/Logistics Person, and rotating contractors/temps) with clear objectives, accountability, and development opportunities.
• Mentor the Production Technician and support advancement of the Test Tech into process automation roles.
• Oversee structured knowledge transfer from departing staff; ensure all critical processes, tacit knowledge, and troubleshooting guides are documented, video recorded, and stored in a centralized knowledge base.
• Design and deliver onboarding and training for new hires and short term contractors using paired shadowing, SOP walkthroughs, and hands on assessment.
• Foster a culture of attention to detail, continuous learning, and ownership.

Procurement and Supply Chain Coordination

• Partner with the Procurement Contractor to ensure suppliers deliver on time and to specification.
• Review and approve purchase orders; track delivery schedules and elevate delays.
• Coordinate with logistics partners (DHL, Exporter Services) to ensure timely, compliant shipment of products to customers.
• Maintain visibility on global supply chain risks and mitigation strategies.

Inventory and Stock Management (oversight)

• Oversee real time inventory management through E-Max ERP alongside the Stock/Logistics Person.
• Maintain optimal stock levels for components, work in progress, and finished goods.
• Monitor finished goods warehouse staging and customer order fulfilment.

ERP and Systems Administration

• Manage and maintain data integrity within E-Max ERP, train team members on best practices.
• Interface with Freshdesk for product support and return/repair workflows.
• Escalate system improvements or troubleshooting to IT as needed.

Strategic and Continuous Improvement

• Participate in senior management meetings to communicate production status, risks, and capability improvements.
• Identify opportunities for process automation, labour efficiency, and cost reduction without compromising quality.
• Contribute to capacity planning and resource forecasting as production scales.

Key Competencies and Experience Required Essential Experience

• Minimum 7-10 years in production or manufacturing management, preferably in electro mechanical, aerospace, automotive, medical device, or advanced consumer electronics environments.
• Proven experience managing small, high performance teams in lean or startup environments; ability to wear multiple hats and adapt quickly.
• Deep familiarity with assembly, testing, and calibration workflows for complex, precision products with serialization and traceability requirements.
• Hands on experience with ERP systems (ideally E-Max, SAP, or equivalent); strong IT literacy and troubleshooting mindset.
• Demonstrated expertise in quality management systems (ISO 9001, IEC 62304, or similar) and root cause analysis methodologies.
• Experience in export logistics, customs compliance, and shipping coordination for global markets.
• Familiarity with Freshdesk or similar ticketing/support systems for RMA workflows.
• Familiarity with product repair workflows and warranty/return management.

Desired Skills and Background

• Background in AR, VR, optics, or wearable technology hardware.
• Knowledge of electronics assembly, PCB handling, and test fixture design.
• Experience with agile/lean manufacturing principles and continuous improvement (Kaizen, Kanban, APQP).
• Familiarity with product repair workflows and warranty/return management.
• Experience scaling production from NPI to volume manufacturing.
• Strong understanding of health and safety regulations in manufacturing environments.

Competencies

• Leadership & Influence: Proven ability to inspire, develop, and hold accountable small teams; excellent delegation and conflict resolution.
• Technical Acumen: Strong grasp of mechanical/electrical assembly, testing methodologies, and troubleshooting.
• Attention to Detail: Meticulous approach to documentation, compliance, and quality; zero tolerance for shortcuts.
• Problem Solving: Analytical, methodical approach to identifying and resolving production issues; proactive risk management.
• Communication: Clear, professional communication with internal teams, customers, and external logistics partners; excellent written documentation skills.
• Adaptability: Comfort with ambiguity and rapid change; ability to prioritize competing demands in a resource constrained environment.
• Integrity & Ownership: Reliable, trustworthy, and personally accountable for delivery and quality; transparency in reporting.