Position Summary:
The Global Customer Service Investigation Unit (GCS IU) department is looking for a Global Investigation leader to lead the end to end technical complaint investigations and to provide an effective level of support to subsidiaries and distributors in order to ensure the customer’s complete satisfaction.
Primary Responsibilities:
- The primary purpose of this position is to lead technical complaint investigation and to provide an effective level of support (troubleshooting, answers to questions, etc.) to subsidiaries and distributors to ensure the customer’s complete satisfaction.
- Drive difficult situations requiring end-to-end solutions with direct impact on operational and/or financial and/or human and/or customer satisfaction.
- Provide leadership in delivering effective technical support to subsidiaries and distributors.
- Represent GCS IU in various Quality and Regulatory Compliance meetings- Play a key role in audit preparation - Participate to audit.
- Contribute to the design of support tools for subs/distributors to use in the support of customers (troubleshooting, guide, FAQ…).
- Lead Meetings related to complaints and work closely with other departments
- Follow CAPA activity relative to technical complaints and provide regular feedback to the subs / distributors.
- Perform complaint trend analysis and prepare reports for other departments.
- Coach subsidiaries/distributors on support desks activities and troubleshoot at customer sites or remotely if necessary.
- Provide strong leadership in delivering an effective technical support to subsidiaries and distributors and to promote technical voice of customers to the GCS PMO people in order to optimize bioMérieux’s commercial success and profitability.
- Contribute to continuous improvements to the current products
- Provide feedback on product/service issues to R&D, manufacturing and the project team
Education, Skills, & Experience:
-
Bachelors degree in related field of expertise with 2+ years of lab experience required
- Clinical Microbiology lab experience highly preferred
- Microbiology lab experience preferred
- User experience with VITEK 2 or other bioMerieux products is preferred but not required
- Automated microbID/AST experience is desired
- Data Analysis and experience with Microsoft Office/Excel preferred
- Technical writing and problem solving skills desired
- Availability to travel (10%)
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