bioMerieux Inc.

Global Application Investigation Leader - F/M/NB

bioMerieux has a position open for a Global Application Investigation Leader to be based in Philadelphia, USA.

Within the Global Industry Customer Service (GiCS), the Global Application Investigation Leader is responsible of Complaint Handling Process. It includes the management, the coordination and the accountability of the end to end investigation. You will be responsible, as Global Application Investigation Leader, to the management of all requests from our subsidiaries/distributors.

You have to demonstrate leadership capabilities to contribute to improve the satisfaction of our end industry customers.

What will be your responsibilities?

• Provide technical support to subsidiaries and distributors on a product/reagent range intended for Industry Food Customers
• Be responsible of managing/coordinating investigations with experts and related departments on the concerned range of products
• Contributes to action plans for critical situations and or contribute to task force
• Coordinate with various cross-functional teams within the organization including QA, Manufacturing, Supply Chain and R&D to investigate incoming enquiries from our subsidiaries and distributors.
• Track/report the status of investigations and escalate concerns to management in a timely manner and make decision/action plans for resolution.
• Perform complaint trend analysis and prepare reports for other departments.
• Provide feedback on product/service issues to R&D, manufacturing and main other range stakeholders.

• Contribute to the design of support tools for subs/distributors to use in the support of customers (troubleshooting, guide, FAQ...).
• Coach subsidiaries/distributors on support desks activities and troubleshooting at customer sites or remotely if necessary.
• Be the referent in case of audit and lead the audit preparation - 1st line of contact in case of audit.

Who are you?

• Bachelor's degree in Biotechnology, Biology, Biochemistry or Pharmacy/Medicine degree is preferred OR Associates Degree with 3-5 years relevant experience is similar position (e.g. Technical Support, Field Application Specialist/Engineer...)
• Fluent in english
• Good communication skills, good team spirit, analysis and synthesis
• Must possess good technical writing skills for drafting investigation reports, customer letter and other communications
• You are recognized for your leadership, and your ability to convince and gain buy-in.
• Committed to customer and to service with a sense of urgency and accountability.
• Exposure to Quality and Manufacturing field required with knowledge of root-cause investigations, implementation of CAPA
• Knowledge in ERP functioning and reporting tools (SAP, CRM...)
• Must be proficient in Microsoft Office tools
• Cross cultural flexibility

Working at bioMerieux means being involved long term with a pioneering, visionary and constantly growing company that allows its employees to live a stimulating and inspiring experience in a fulfilling work environment

Our internal mobility policy offers numerous opportunities for each of our 13 000 employees to blossom throughout their career, while respecting each employee's individual talents as well as their personal and professional development.

At bioMerieux, over 200 professions - both scientific and non-scientific - offer our employees the opportunity to broaden their fields of expertise and develop cross-functional careers. We provide a rewarding experience in an international company that brings together talents from diverse backgrounds, thus fostering a daily aspiration to go beyond the limits.

Helping improve public health around in the world : our mission gives purpose to every profession practiced within the company.

bioMerieux is an Equal Opportunity, Affirmative Action Employer. M/F/Vet/Disability/Sexual Orientation/Gender Identity/GINA.