Service Quality & Metrology Manager

Service Quality and Metrology Manager

As the Service Quality and Metrology Manager, you will own the quality systems and technical oversight for both the Industrial Measurement Calibration & Repair Laboratory and the Field Service business. You will ensure consistent ISO/IEC 17025 and ISO 9001 compliance, drive continuous improvement, and support high-quality, reliable services for our customers. This is a hybrid position in our Burlington, Massachusetts office.

• Manage quality of ISO/IEC 17025 accredited calibration services for both lab and field operations.
• Ensure compliance with the Quality Management System, ISO/IEC 17025, and ISO 9001. Interface with Regulatory Agencies and Certification Bodies as required.
• Lead and support internal and external audits, including corrective actions and closure of findings.
• Develop, maintain, and improve SOPs, work instructions, and quality procedures covering lab and field activities.

• Perform technical analysis of nonconformances from lab and field service; lead root cause analysis and CAPA.
• Develop and continuously improve calibration methods and procedures; establish best practices used in both lab and field environments.
• Ensure compliance with uncertainty budgets and maintain calculations and related documentation.
• Perform and analyze quality control checks.
• Review calibration certificates for accuracy and compliance with internal, customer, and accreditation requirements.

• Serve as a technical and metrology subject matter expert for lab and field service teams. Possibly conduct external presentations.
• Ensure lab and field equipment are suitable, functional, and properly calibrated; recommend upgrades or replacements. Administer the equipment records in the asset database (Indy Soft).
• Develop and maintain training programs and competency requirements for lab technicians and field service engineers; maintain training records.
• Support customer inquiries and escalations related to service quality, calibration results, and compliance.
• Explore and oversee the implementation of new technologies and automation to improve calibration and service processes.
• Collaborate with EHS to develop and support EHS processes and safe work practices for field activities and lab operations.
• Collaborate closely with Operations, Engineering, Regulatory, Commercial, and Global/Regional Service teams.

• Bachelor's degree in engineering, science, or related technical field, or equivalent combination of education and experience.
• 3-5 years of related experience in calibration, metrology, quality engineering, or service quality. Preferably 2 years in a Pharma/Med Device or similarly regulated environment.
• Experience working within ISO/IEC 17025 and ISO 9001 quality systems.
• Hands‑on experience with accredited calibration laboratory work, including calibration methods and uncertainty budget calculations.
• Experience with nonconformance management, root cause analysis, CAPA, and audits.
• Understanding of pharmaceutical requirements such as FDA, cGMP, USP, and MHRA.
• OSHA 10‑hour construction certification (required upon hire if not already held).
• Strong analytical and problem‑solving skills, with a continuous improvement mindset.
• Solid customer service orientation and ability to work directly with customers on quality topics.
• Fluency in spoken and written English. Excellent communication and technical writing skills.
• Interpersonal skills; comfortable collaborating across teams and locations.
• Valid US passport and ability to travel up to 20‑25%, including some international travel.

• Experience supporting both laboratory and field service operations.
• Familiarity with ISO 10012, ISO 14001, and ISO 45001 (EHS).
• Experience with FDA‑regulated life science customers.
• Professional metrology certifications (e.g., CMS Level 1/2, ASQ ISO/IEC 17025, NICET, ETA International, or International Society of Automation credentials).
• Experience with Visual Basic Programming and Python.
• Experience working with remote teams and cross‑cultural environments.

$,000 annually with an annual…