Director of Service

MSI Viking•Greer, SC

1d•Onsite

About The Position

The Director of Service – Metrology is responsible for leading and managing the service and repair operations related to metrology equipment and calibration. This individual will oversee installation, calibration, preventive maintenance, repair services, customer support, and field service engineering for precision measurement tools. The role includes profit and loss responsibility, driving customer satisfaction, ensuring compliance with industry standards, and optimizing service delivery models to support business growth.

Requirements

10+ years of experience in service or operations, with 5+ years in a leadership role, preferably in metrology or precision instrumentation.
Strong understanding of metrology principles (dimensional, optical, surface, electronics, or coordinate measurement systems).
Proven ability to lead and scale service organizations across multiple regions.
Familiarity with regulatory environments (e.g., ISO 17025, FDA, GMP, etc.).
Excellent communication, negotiation, and organizational skills.
Willingness to travel (domestic) is required.

Responsibilities

Develop and execute the strategy for the Service/Repair departments aligned with overall business goals.
Lead a team of laboratory and repair managers.
Set and monitor KPIs for service performance, customer satisfaction, response times, and profit contribution.
Oversee customer engagement processes including installation, training, and ongoing service contracts.
Serve as a high-level escalation point for major service issues.
Ensure exceptional customer satisfaction through timely, professional service and technical support.
Establish standardized processes for service delivery, including documentation, calibration protocols, and safety procedures.
Maintain compliance with ISO/IEC 17025, FDA, FAA or other relevant regulatory and quality standards.
Implement continuing education and certification programs for metrology equipment and techniques.
Work closely with Quality to assure Calibration Labs and technicians are audit ready every day.
Develop and manage the service department’s budget, including revenue from service contracts and cost management.
Analyze financial performance of service offerings and identify opportunities for growth or efficiency.
Partner with Quality and Sales teams to provide customer feedback, support product development, and enhance service offerings.
Contribute to the development of new service products, including remote diagnostics and predictive maintenance.
Work closely with Quality and Lab Management regarding new standards and scope expansion and prepare the necessary ROI to justify new standards.