Director of Operations

MSI Viking; Greer (SC); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Competitive pay based on skills

Medical, dental, disability, and life

401k with Company match

Paid vacation and holidays

Continuing Education Opportunities

Job summary

MSI Viking is seeking a Director of Service - Metrology to lead service and repair operations for metrology equipment, including installation, calibration and maintenance. You will drive KPIs, manage a cross-regional team, and ensure regulatory compliance.

The role requires strategic leadership, strong communication skills, and the ability to optimize service delivery to support business growth. Domestic travel is expected in a full-time capacity.

Qualifications

• 10+ years in service/operations with at least 5 years in a leadership role, preferably in metrology or precision instrumentation.
• Strong understanding of metrology principles across dimensional, optical, surface, electronics, or CMM domains.
• Familiarity with ISO 17025, FDA, GMP or equivalent regulatory environments.
• Excellent communication, negotiation, and organizational skills.
• Willingness to travel domestically.

Responsibilities

• Leadership & Strategy: Develop and execute the strategy for Service/Repair departments aligned with business goals.
• Lead a team of laboratory and repair managers.
• Set and monitor KPIs for service performance, customer satisfaction, response times, and profit contribution.
• Oversee customer engagement including installation, training, and service contracts.
• Serve as a high-level escalation point for major service issues.
• Ensure exceptional customer satisfaction through timely, professional service and technical support.
• Establish standardized service delivery processes, calibration protocols, and safety procedures.
• Maintain compliance with ISO/IEC 17025, FDA, FAA or other regulatory standards.
• Implement education and certification programs for metrology equipment and techniques.
• Collaborate with Quality to keep Calibration Labs and technicians audit-ready daily.
• Develop and manage the service budget and analyze financial performance for growth opportunities.
• Partner with Quality and Sales to feed customer feedback, support product development, and explore remote diagnostics and predictive maintenance.

Skills

Leadership

Metrology knowledge

Strategic planning

Customer focus

Regulatory awareness

Job description

Job Title: Director of Service - Metrology

Reports To: CEO. Type: Full-Time, Exempt

The Director of Service - Metrology is responsible for leading and managing the service and repair operations related to metrology equipment and calibration. This individual will oversee installation, calibration, preventive maintenance, repair services, customer support, and field service engineering for precision measurement tools. The role includes profit and loss responsibility, driving customer satisfaction, ensuring compliance with industry standards, and optimizing service delivery models to support business growth.

Key Responsibilities

• Leadership & Strategy: Develop and execute the strategy for the Service/Repair departments aligned with overall business goals
• Lead a team of laboratory and repair managers
• Set and monitor KPIs for service performance, customer satisfaction, response times, and profit contribution
• Customer Service & Support: Oversee customer engagement processes including installation, training, and ongoing service contracts
• Serve as a high-level escalation point for major service issues
• Ensure exceptional customer satisfaction through timely, professional service and technical support
• Operational Excellence: Establish standardized processes for service delivery, including documentation, calibration protocols, and safety procedures
• Maintain compliance with ISO/IEC 17025, FDA, FAA or other relevant regulatory and quality standards
• Team Development & Training: Implement continuing education and certification programs for metrology equipment and techniques
• Work closely with Quality to assure Calibration Labs and technicians are audit ready every day
• Financial Oversight: Develop and manage the service department’s budget, including revenue from service contracts and cost management; analyze financial performance of service offerings and identify opportunities for growth or efficiency
• Cross-Functional Collaboration: Partner with Quality and Sales teams to provide customer feedback, support product development, and enhance service offerings; contribute to the development of new service products, including remote diagnostics and predictive maintenance; work closely with Quality and Lab Management regarding new standards and scope expansion and prepare the necessary ROI to justify new standards

Requirements

• 10+ years of experience in service or operations, with 5+ years in a leadership role, preferably in metrology or precision instrumentation
• Strong understanding of metrology principles (dimensional, optical, surface, electronics, or coordinate measurement systems)
• Proven ability to lead and scale service organizations across multiple regions
• Familiarity with regulatory environments (e.g., ISO 17025, FDA, GMP, etc.)
• Excellent communication, negotiation, and organizational skills
• Willingness to travel (domestic) is required

Benefits

• Competitive pay based on skills and qualifications
• Medical, dental, disability, and life insurance
• 401k with Company match
• Paid vacation and company holidays
• Continuing Education Opportunities