North America Service Quality Specialist

Merck•Burlington, MA

17h•Onsite

About The Position

This position is part of the North America (NA) Lab Water organization and serves as the primary quality liaison supporting NA Lab Water Field Service and Repair Center operations. Working closely with the Western European Lab Water Service Quality team, Life Science Quality organization, and key internal and external stakeholders, this role ensures consistent, compliant, and customer-focused service delivery.

Requirements

Bachelor's degree in any field
2+ years of Quality Management Systems (QMS) experience
1+ years of Quality Assurance (QA) experience
Strong written, verbal, and interpersonal communication skills
Critical thinker with strong organizational, problem-solving, and time management skills

Nice To Haves

Bachelor's degree in a Science or Engineering field
ISO 9001-2015 Quality Management experience; auditing knowledge (LS Audit Standard 040091MP)
Experience with eQMS platforms (TrackWise, Falcon, ManGo)
Background in field service, repair center, or cGMP-regulated pharmaceutical environments
Experience with customer quality agreements and credentialing processes
Familiarity with CRM tools (e.g., Salesforce/ServiceMax)

Responsibilities

Serve as the primary focal point for the local QMS, driving compliance with ISO 9001-2015 requirements across NA Field Service and Repair Center operations; implement and maintain divisional, regional, and local QMS requirements.
Coordinate and perform internal audits, LS-Q/SQ-Q audits, external certification body audits, authority inspections, and customer audits; develop and implement resulting corrective action plans including CAPAs, nonconformities, risks and opportunities, and supplier management.
Maintain Key Quality Indicators (KQIs) and heat map data to support ISO 9001 process performance and Integrated Management Reviews.
Manage customer quality agreements, quality questionnaires, and credentialing requirements in collaboration with third-party vendors and internal groups; ensure quality feedback flows effectively to and from the Life Science Quality organization.
Act as site lead user for eQMS systems (TrackWise/Falcon, HR4You Learning, ManGo); manage all quality documentation, records, training, and communications across the organization.
Promote a strong quality culture; identify and drive improvement initiatives aligned with global service quality standards and evolving regulatory best practices.