Global Investigation Leader 2

Primary Purpose and Overall Objective of the Job:
Within a GCS/CSI department: responsible to manage and coordinate, to lead and coach, 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…).
• 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 CS in various QA 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 ( R&D, SE&S, Production Site, site QA)
• Follow CAPA activity relative to technical complaints and provide regular feedback to the subs / distributors.
• Participate to FA boards.
• Perform complaint trend analysis and prepare reports for other departments. Contribute to the establishment of complaint indicators with the Governance team.
• 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
• Drive complex situations requiring end-to-end solutions with direct impact on operational and/or financial and/or human and/or customer satisfaction.
• Provide strong leadership in delivering effective technical support to subsidiaries and distributors.
• Act as the Support Desk process referent for product specific customer service group.
• Influence and collaborate with other departments to harmonize investigation workflow and resolve conflicting issues.
• Lead meetings related to complaints and work closely with other departments ( R&D, SE&S, Production Site, site QA…).
• Be THE referent in case of audit and lead the audit preparation – 1st line of contact in case of audit.
• Develop the support tools for subs and distributors to use in the support of customers (troubleshooting, guide, FAQ, KPI, Trend analysis,…)
• Lead the implementation of the new process and tools. 
• 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 equivalent in related field of expertise (i.e., AS-biology, SE-engineering, IT-computer/networking, Service-education, etc.). or 2-5 years' experience in Global or Regional function

Skills and Qualifications:

• Committed to customer and to service with a sense of urgency and accountability.
• Cross cultural flexibility.
• Dynamic learner.
• Team player.
• Sense of full autonomy and self-discipline. 
• Ability to analyze, recommend, and challenge proposals to create the most effective solutions.
• Expert knowledge in the interpretation