North America Service Quality Specialist

Merck•Burlington, MA

3d•Onsite

About The Position

MilliporeSigma in Burlington, MA is hiring a Service Quality Specialist. This position is part of the North America (NA) Lab Water organization and serves as the primary quality liaison supporting the NA Lab Water Field Service and Repair Center operations. The NA Field Service Quality Delegate is responsible for implementing and maintaining ISO 9001-2015 certification and upholding the MilliporeSigma Quality Management System (QMS) across the NA service organization. This role works in close collaboration with the Western European Lab Water Service Quality team, Life Science Quality organization, and applicable internal and external stakeholders to ensure consistent, compliant, and customer-focused service delivery. The position also supports customer credentialing quality requirements, including quality assessments and quality assurance agreements, in collaboration with customers, third-party vendor credential companies, and internal groups.

Requirements

Bachelor's degree in any field
3+ years of experience in Quality Management
Proficiency in MS Office and related business and communication tools
Strong written, verbal, and interpersonal communication skills
Critical thinker with innovative problem-solving skills
Strong organizational and time management skills

Nice To Haves

Bachelor’s degree in a Science or Engineering Field
Experience with eQMS platforms (TrackWise, Falcon, ManGo)
Background in field service or repair center environments
Experience with customer quality agreements and credentialing processes
Familiarity with CRM tools (e.g., Salesforce/ServiceMax)
ISO 9001-2015 Quality Management experience
Auditing experience following a Quality Management System

Responsibilities

Lead local management of all aspects of the MilliporeSigma Quality Management System for the NA Service organization, including Field Service and the Repair Center
Implement and maintain the MilliporeSigma divisional, regional, and local QMS
Maintain ISO 9001-2015 certification for service and ensure full compliance with applicable ISO standards
Serve as the responsible person for all quality topics within the NA Service organization
Coordinate and perform internal audits; develop and implement resulting actions
Coordinate LS-Q (Life Science Quality) and SQ-Q (Corporate Quality) Audits, external certification body audits, authority inspections, and customer audits
Ensure proper application of key quality processes including nonconformities, corrective actions (CAPAs), risks and opportunities, and supplier management
Support QMS and ISO process performance reviews and Management Reviews
Represent the NA Service organization for quality support in managing and coordinating customer quality agreements and quality questionnaires
Ensure feedback and information for quality topics flows effectively to and from the Life Science Quality organization
Contribute to improving customer satisfaction by ensuring feedback is captured, analyzed, and acted upon
Support customer credentialing requirements in collaboration with third-party vendor credentialing companies and internal groups
Act as the site lead user for eQMS systems including TrackWise/Falcon eQMS, HR4You Learning, and ManGo electronic documentation system
Manage all documentation and records of the organization's Quality System
Ensure training and communication of Quality topics across the organization
Promote a strong Quality culture through regular communication and engagement across the organization
Identify and drive continuous improvement initiatives aligned with global service quality standards
Maintain awareness of market dynamics, applicable regulations, and evolving quality best practices