North America Service Quality Specialist

Merck Group$84K — $126K *
Pharmaceuticals & Biotech
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in any field
  • 2+ years of Quality Management Systems (QMS) experience
  • 1+ years of Quality Assurance (QA) experience
  • Preferably a Bachelor's in Science or Engineering
  • Experience with eQMS platforms (TrackWise, Falcon, ManGo)
  • Background in field service or cGMP-regulated environments
  • Strong communication and organizational skills

Responsibilities

  • Drive compliance with ISO requirements across NA Field Service and Repair Center operations
  • Coordinate and conduct internal and external audits, along with managing corrective action plans
  • Maintain metrics for Key Quality Indicators and support process performance reviews
  • Manage customer quality agreements and ensure effective communication of quality feedback
  • Act as site lead user for eQMS systems and manage quality-related documentation
  • Promote continuous improvement initiatives aligned with global quality standards

Benefits

  • Health insurance
  • Paid time off (PTO)
  • Retirement contributions
  • Sales or performance-based bonuses
  • Additional perquisites
Full Job Description
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 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.

Responsibilities:
  • QMS Strategy & Compliance: Serve as the primary focal point for the local QMS, driving compliance with ISO [redacted] requirements across NA Field Service and Repair Center operations; implement and maintain divisional, regional, and local QMS requirements.
  • Audits & Inspection Coordination: 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.
  • Metrics & Performance Reviews: Maintain Key Quality Indicators (KQIs) and heat map data to support ISO 9001 process performance and Integrated Management Reviews.
  • Customer & Stakeholder Engagement: 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.
  • Systems & Documentation: Act as site lead user for eQMS systems (TrackWise/Falcon, HR4You Learning, ManGo); manage all quality documentation, records, training, and communications across the organization.
  • Continuous Improvement: Promote a strong quality culture; identify and drive improvement initiatives aligned with global service quality standards and evolving regulatory best practices.


This position will include minimal local travel.

Who You Are:

Minimum Qualifications:
  • Bachelor's degree in any field
  • 2+ years of Quality Management Systems (QMS) experience
  • 1+ years of Quality Assurance (QA) experience


Preferred Qualifications:
  • Bachelor's degree in a Science or Engineering field
  • 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)
  • Strong written, verbal, and interpersonal communication skills
  • Critical thinker with strong organizational, problem-solving, and time management skills


Pay Range for this position: $84,300 - $126,500

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.

About Merck Group

Merck Group Careers

There has never been a more opportune time to join Merck Group, a leading science and technology company in healthcare, life science, and performance materials. Merck Group offers a plethora of job opportunities that cater to a variety of skills and professional aspirations, making it an ideal environment for both seasoned experts and those at the start of their career journey.

Work You’ll Do

At Merck Group, every team member contributes to breakthrough innovations in healthcare, life sciences, and electronics. The company's commitment to diversity and innovation fuels its leadership in various sectors, driving growth and transformation globally. Merck Group’s career paths are diverse, offering positions that challenge individuals to use their skills in new ways every day, supported by robust training programs and development opportunities.

Explore Job Opportunities and Growth

Merck Group is not just about jobs; it's about building a career. With a vast array of positions, from research and development to marketing and sales, the company is keen on hiring and nurturing talent to lead industry transformation. Merck Group’s dedication to professional growth is evident in its comprehensive benefits package and performance management processes that aim to maximize individual potential.

Internship Programs

Starting with an internship at Merck Group can be a pivotal step in securing a prosperous career. Interns gain invaluable industry experience, working alongside seasoned professionals and engaging in projects that offer real-world applications of their studies. Internships often lead to full-time employment opportunities, providing a seamless transition from education to professional employment.

Inclusive Culture and Leadership

Merck Group is proud of its inclusive culture that embraces diversity and fosters an environment where all employees can thrive. The company’s leadership is committed to creating a workplace where diverse ideas lead to innovative outcomes. Merck Group also offers diversity training to ensure all team members are equipped to contribute to the company’s inclusive goals.

Networking and Professional Development

Employees at Merck Group are encouraged to engage in networking and professional development activities that enhance their career trajectories. The company hosts various networking events, workshops, and seminars that are designed to hone skills and foster connections within the industry. Leadership development programs are also a cornerstone, preparing employees for future roles of increased responsibility.

Stay Connected with Merck Group Careers

Interested candidates can explore open positions that match their skills and interests through the Merck Group careers page. The company values curious, creative, and solution-driven team players who are eager to make an impact.

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Merck Group is continuously looking for individuals who are ready to drive innovation and lead in the global marketplace. Whether through full-time positions, internships, or leadership roles, Merck Group offers a career path filled with opportunities for growth, learning, and leadership.
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