Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

How will you make an impact?

The Escalation and Calibration Compliance Manager oversees the field and depot calibrated tool program to ensure compliance is met and maintained. In this role, you will operate as the central contact for equipment management activities working with third party suppliers, Quality, and Global Procurement partners, to ensure adequate service is being received. You will also lead and manage the product escalations process.

What will you do?

• Collaborate with business collaborators to develop, coordinate, plan, and lead global support strategies that deliver flawless service.
• Work closely with the Quality organization to establish and maintain compliance with regulatory requirements and ISO standards.
• Prepare and manage meticulous calibration data reports, data sheets, and other essential documentation.
• Establish and achieve serviceability and sustainability goals, driving continuous improvements and corrective actions based on field and vendor feedback.
• Assist Field teams in purchasing service tools and work with Procurement to manage annual blanket POs.
• Collaborate effectively with Suppliers, SPDMs, R&D, and Quality teams to drive improvements in service costs, risk evaluation, and field satisfaction.
• Support the Metrology group in updating statistical process charts and calibration templates, ensuring third-party calibration certificates are accurate.
• Act as the main point of contact for all customer and partner concerns, ensuring prompt and effective resolution and maintaining excellent customer satisfaction.
• Implement and enforce standard operating procedures for handling critical issues.
• Coordinate meetings with collaborators to align on resolution plans and ensure effective communication.
• Continuously enhance tools and processes to improve efficiency in resolving blocking issues.
• Monitor and report on the performance of procedures for handling critical issues, making adjustments as necessary.
• Cultivate a positive and supportive team culture that encourages collaboration, accountability, and continuous improvement.
• Support the customer in resolving any blocking issues during the internal process.

• Bachelor's degree in Life Sciences, Engineering, Business, or related degree required.
• 5+ years of experience in customer support management.
• Track record of effectively managing teams and creating strategic plans
• Experience in the scientific instruments industry or a related field is preferred
• Demonstrated experience in managing and enforcing resolution of complex customer issues
• Experience or knowledge of common business systems and data analytics, like Power BI, Power Automate, Workfront, JIRA, etc.

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount