The Global Investigation Unit team in Saint-Louis provides advanced troubleshooting and support expertize to bioMérieux subsidiaries and affiliates and root cause investigations to customer complaints. Our in-depth root cause investigations provide the information necessary to continuously improve our products and assure patient safety.

In this position you will be working alongside technical investigation experts and you will manage customer questions and complaints escalated to your team.

Position Summary:

• Within a GCS/CSI department, manage and coordinate the end to end investigation following a technical complaint and have accountability for the investigation.
• Provide an effective level of support (troubleshooting, answers to questions…) to subsidiaries and distributors in order to ensure the customer's complete satisfaction.

Main Accountabilities:

• Drive simple situations requiring end-to-end solutions with direct impact on operational and/or financial and/or human and/or customer satisfaction.
• Participate in meetings related to complaints and work closely with other departments ( R&D, SE&S, Production Site, site QA…).
• Help the IU and site team prepare for the audits.
• Contribute to the design of support tools for subs/distributors to use in the support of customers(troubleshooting, guide, FAQ…).
• Contribute to continuous improvements to the current products
• Provide feedback on product/service issues to R&D, manufacturing and the PMO team
• Answer subsidiaries / distributor needs in a professional and timely manner and manage effective technical solutions in order to ensure the customer's complete satisfaction. Promote the technical voice of the customers to the GCS PMO representative in order to optimize bioMérieux's commercial success and profitability.
• Track/report the status of investigations and escalate concerns to management in a timely manner and make decision/action plans for resolution.

Studies and Experience:

• Bachelor or 10 + years of expereience in related field of expertise (i.e., AS-biology, SE-engineering, IT-computer/networking, Service-education, etc.).

Skills and Qualifications:

• Committed to customer and to service with a sense of urgency and accountability
• Works cross funtionally within a global setting.
• Dynamic learner
• Team player
• Availability to travel (10 to 20%)