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Global Investigation Leader

Location: Hazelwood, MO, United States
Position Type: Unfixed Term
Job Function: Customer Service

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For almost 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 44 countries and serve 160 countries with the support of a large distribution network. This includes our SLC site, formerly known as BioFire Diagnostics.

Description

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 (troubleshooting, answers to questions…) to subsidiaries and distributors in order to ensure the customer’s complete satisfaction.      
 
Primary Responsibilities:
  • The primary purpose of this position is performing VITEK 2 reagent technical complaint investigations including laboratory work.
  • 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 PMO team 
Education, Skills, & Experience:
  • Bachelors degree in related field of expertise 
  • 2+ years of lab experience required
    • Microbiology lab experience highly preferred
    • VITEK 2 experience is preferred but not required
    • Data Analysis and experience with Microsoft Office/Excel preferred
  • Availability to travel (10%)

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Please be aware that recruitment related scams are on the rise. Fraudulent job postings are being placed on other websites, and individuals posing as bioMérieux Talent Acquisition team members are reaching out via email or text message in an attempt to collect your personal and confidential information. In some cases, these scammers are also conducting bogus interviews prior to extending fraudulent offers of employment. Beware of individuals reaching out using general phone numbers and non-bioMerieux email domains (i.e. Hotmail.com, Gmail.com, Yahoo.com, etc.). If you are concerned that an interview experience or offer of employment might be a scam, please make sure you are searching for the posting on our careers site https://careers.biomerieux.com/ or contact us at [email protected].

BioMérieux Inc. and its affiliates are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Please be advised that the receipt of satisfactory responses to reference requests and the provision of satisfactory proof of an applicant’s identity and legal authorization to work in the United States are required of all new hires. Any misrepresentation, falsification, or material omission may result in the failure to receive an offer, the retraction of an offer, or if already hired, dismissal. If you are a qualified individual with a disability, you may request a reasonable accommodation in BioMérieux’s or its affiliates’ application process by contacting us via telephone at (385) 770-1132, by email at [email protected], or by dialing 711 for access to Telecommunications Relay Services (TRS).

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