North America Service Quality Specialist

JobsCloseBy Editorial Insights

Merck Group's MilliporeSigma in Burlington, MA seeks a NA Service Quality Specialist to lead the NA QMS, maintain ISO 9001-2015 certification, and serve as the quality liaison for Field Service. You will collaborate with quality teams to ensure compliant, customer-focused service and manage audits, CAPAs, supplier quality, customer quality agreements, and eQMS platforms such as TrackWise, Falcon, and ManGo. Candidates hold a bachelor degree and 3+ years in Quality Management; science or engineering degrees with eQMS, CRM, and auditing experience preferred. This role does not offer sponsorship; applicants must be eligible to work in the US. Tip: tailor your resume to highlight ISO 9001-2015, QMS leadership, audits, CAPAs, and cross functional collaboration; pay range $71,700-$107,500; apply now.

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This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US. 

Your Role:

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.

Responsibilities:

Quality Management System (QMS)

• 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

Audits & Compliance

• 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

Customer & Stakeholder Engagement

• 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

Systems & Documentation

• 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

Continuous Improvement

• 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

This position will include minimal local travel

Who You Are: 

Minimum Qualifications:

• Bachelor's degree in any field
• 3+ years of experience in Quality Management

Preferred Qualifications:

• 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
• 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

Pay Range for this position: $71,700 - $107,500

The offer range represents the anticipated low and high end of the base pay compensation for this position. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. Position may be eligible for sales or performance-based bonuses. Benefits offered by the Company include health insurance, paid time off (PTO), retirement contributions, and other perquisites. For more information click here.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!