Global Customer Service Complaints Investigator Lead

Primary Duties

• Review, evaluate & solve customer complaints in compliance with internal policies and regulatory requirements
• Lead cross-functional complaint investigations, ensuring timely resolution & global governance for the product/ranges
• Collaborate with internal stakeholders (manufacturing sites, quality, support center and field teams) to gather data and evidence for complaint resolution
• Prepare clear and concise investigation reports and presentations
• Support complaint resolution by providing accurate and timely communication
• Conduct complaint trending analysis to identify recurring issues and improvement opportunities
• Ensure KPI’s and key metrics of the function & targets are met in timely manner
• Participate in field training activities and internal projects to enhance customer service performance
• Engage regularly with customers and field representatives
• Communicate when needed with key account, customers for support, range improvement as key expert for the range

Qualifications

• Required Education, Training and Experience: Bachelor degree required in Microbiology / Molecular Biology or a related scientific field and 5 years of customer service, quality, production, R&D or a related function OR HS Diploma/GED and 9 years of experience in customer service, quality, production, R&D or a related function. Strong expertise in complaint investigation and resolution processes including handling processes of: Regulatory requirements, Quality assurance standards, Customer communication best practices. Experience working with complaint trending tools and analysis on CRM or similar tools. Hands-on experience with: Culture media for environmental monitoring in pharmaceutical environments, Flow cytometry technologies, Complaint handling/field experience are add on.
• Preferred Education, Training And Experience: Experience in a pharmaceutical or quality control environment. Knowledge, Skills, And Abilities: Consistently upholds and reflects the core ethical principles and values that bioMérieux promotes. Ability to work cross-functionally allowing for better collaboration and communication when working across teams to achieve shared objectives. Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy. Problem solving to find solutions to complex business challenges. Effective and efficient problem analysis that leads to high-quality decisions. Written Communications - including the ability to communicate technical data in written form. Skilled in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel. Fluency in English; French is a plus. Strong understanding of Investigation methodologies. Ability to synthesize complex information and produce high-quality documentation. Travel requirements: 5% international travel.