Head of Quality and Customer Experience

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METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries.

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The Global Business Area (GBA) Head of Quality and Customer Experience is responsible for ensuring that our products meet the highest standards of quality and regulatory compliance. You will lead the Quality Control, Quality Assurance, Quality Engineering, Lab Applications, and Product Technical Support teams across multiple sites, dedicated to maintaining product integrity throughout the development and manufacturing processes. Your expertise will be essential in driving continuous improvement initiatives and implementing robust quality management systems.

This position requires collaboration across various departments, including research and development, manufacturing, and regulatory affairs, to ensure that our products not only meet but exceed industry standards. As the Head of Quality and Customer Experience, you will play a critical role in risk assessment, root cause analysis, and the successful implementation of corrective and preventive actions. You will also serve as a key point of contact for regulatory agencies and industry partners, advocating for best practices in quality and compliance.

• Lead the development and implementation of strategies to ensure product integrity and compliance with all applicable regulatory requirements.
• Elevate the growth and development of operations, processes, and people.
• Ensure compliance with health, safety, and environmental standards across all locations.
• Oversee and support day-to-day operations across all manufacturing sites to ensure production objectives are achieved while upholding or surpassing established quality standards and organizational goals.
• Collaborate with cross-functional teams to ensure quality standards are integrated into all stages of product development and manufacturing.
• Conduct regular reviews and audits of processes, systems, and products to identify areas for improvement.
• Establish and monitor key performance indicators (KPIs) to assess operational effectiveness and drive accountability within teams.
• Oversee the technical services team to manage product-related investigations and root cause analyses to effectively resolve quality issues in a timely manner.
• Ensure continuity for product evaluations and troubleshooting.
• Provide strategic oversight and guidance for quality-related laboratory systems and applications, ensuring accurate data integrity.
• Serve as the primary liaison with regulatory agencies, ensuring that all product releases meet compliance standards.
• Implement continuous improvement initiatives utilizing lean manufacturing and continuous improvement methodologies.
• Develop and deliver training programs for staff to foster a culture of quality and compliance across the organization.
• Lead and mentor site department Managers and employees to foster a culture of engagement, accountability, and professional development.
• Perform other duties as assigned.

• Bachelor's degree in Life Sciences, Chemistry, Biomedical Engineering, Quality Management, or a related field;
  Advanced degree is preferred.
• 10+ years of progressive experience in Quality Assurance and Technical Support within laboratory instrumentation or biotech industries with a focus on multi-site operations and/or equivalent combination of education/ experience.
• Strong background in Life Sciences quality including workflows and customer expectations serving these markets.
• Proven track record managing QMS programs, ensuring compliance with ISO 9001, and where applicable GMP, GLP, and FDA regulations.
• Strong knowledge of lean manufacturing principles and experience implementing continuous improvement initiatives.
• Exceptional leadership and team management skills, with experience leading cross functional quality and support teams in a fast-paced manufacturing environment.
• Proven experience in developing and managing budgets, reducing costs, and optimizing operational performance.
• Excellent analytical, problem-solving, and project management skills to drive operational success.
• Excellent communication abilities, with a focus on translating technical concepts across diverse internal and external stakeholders.

• Medical, dental and vision care coverage and a 401(k) savings plan with company matching - all starting on date of hire.
• Tuition reimbursement, educational matching gift program, perks and discounts.
• Parental and caregiver leave programs.
• All…