Service Quality and Metrology Manager

As the Service Quality and Metrology Manager, you will own the quality systems and technical oversight for both the Industrial Measurement Calibration & Repair Laboratory and the Field Service business. You will ensure consistent ISO/IEC 17025 and ISO 9001 compliance, drive continuous improvement, and support high‑quality, reliable services for our customers. This is a hybrid position in our Burlington, Massachussetts office.

What's your role? 

Quality Systems & Compliance 

• Manage quality of ISO/IEC 17025 accredited calibration services for both lab and field operations. 

• Ensure compliance with the Quality Management System, ISO/IEC 17025, and ISO 9001. Interface with Regulatory Agencies and Certification Bodies as required. 

• Lead and support internal and external audits, including corrective actions and closure of findings. 

• Develop, maintain, and improve SOPs, work instructions, and quality procedures covering lab and field activities. 

Technical Quality & Non‑Conformances 

• Perform technical analysis of non‑conformances from lab and field service; lead root cause analysis and CAPA. 

• Develop and continuously improve calibration methods and procedures; establish best practices used in both lab and field environments. 

• Ensure compliance with uncertainty budgets and maintain calculations and related documentation. 

• Perform and analyze quality control checks. 

• Review calibration certificates for accuracy and compliance with internal, customer, and accreditation requirements. 

Lab & Field Operations Support 

• Serve as a technical and metrology subject matter expert for lab and field service teams. Possibly conduct external presentations. 

• Ensure lab and field equipment are suitable, functional, and properly calibrated; recommend upgrades or replacements. Administer the equipment records in the asset database (IndySoft). 

• Develop and maintain training programs and competency requirements for lab technicians and field service engineers; maintain training records. 

• Support customer inquiries and escalations related to service quality, calibration results, and compliance. 

• Explore and oversee the implementation of new technologies and automation to improve calibration and service processes. 

• Collaborate with EHS to develop and support EHS processes and safe work practices for field activities and lab operations. 

• Collaborate closely with Operations, Engineering, Regulatory, Commercial, and Global/Regional Service teams. 

What will you bring?

• Bachelor’s degree in engineering, science, or related technical field, or equivalent combination of education and experience. 

• 3–5 years of related experience in calibration, metrology, quality engineering, or service quality. Preferably 2 years in a Pharma/Med‑Device or similarly regulated environment. 

• Experience working within ISO/IEC 17025 and ISO 9001 quality systems. 

• Hands‑on experience with accredited calibration laboratory work, including calibration methods and uncertainty budget calculations. 

• Experience with non‑conformance management, root cause analysis, CAPA, and audits. 

• Understanding of pharmaceutical requirements such as FDA, cGMP, USP, and MHRA. 

• OSHA 10‑hour construction certification (required upon hire if not already held). 

• Strong analytical and problem‑solving skills, with a continuous improvement mindset. 

• Solid customer service orientation and ability to work directly with customers on quality topics. 

• Fluency in spoken and written English. Excellent communication and technical writing skills. 

• Interpersonal skills; comfortable collaborating across teams and locations. 

• Valid US passport and ability to travel up to 20–25%, including some international travel. 

Preferred Experience 

• Experience supporting both laboratory and field service operations. 

• Familiarity with ISO 10012, ISO 14001 and ISO 45001 (EHS). 

• Experience with FDA‑regulated life science customers. 

• Professional metrology certifications (e.g., CMS Level 1/2, ASQ ISO/IEC 17025, NICET, ETA International, or International Society of Automation credentials) 

• Experience with Visual Basic Programming and Python. 

• Experience working with remote teams and cross‑cultural environments. 

ANTICIPATED SALARY RANGE: $100,000-125,000 annually with an annual performance bonus plan. Salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Additionally, we offer our employees a competitive benefits package which is outlined below. Please note that applications sent via email cannot be processed due to privacy reasons. The recruitment process consists of 2 or 3 meetings, including a discussion with the team members.

Ready to take every measure for the planet? Apply at the latest on January 19th, 2026 via the application form.