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CDI - Global Industry Customer Service Process leader - F/H

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Location: CRAPONNE, France
Position Type: Unfixed Term
Job Function: Customer Service

A world leader in the field of in vitro diagnostics for over 55 years, bioMérieux conceives, develops, produces and markets diagnostics solutions (systems, reagents, software and services) intended for clinical and industrial applications, which determine the origin of a disease or a contamination to improve the health of patients and insure consumer safety.

bioMérieux is present in 44 countries and serves more than 160 countries with the support of a large network of distributors. Its corporate headquarters are located in Marcy l’Étoile, near Lyon, in France.


Our Industrial Microbiology Unit brings together more than 800 employees around the world. Our mission is to provide the agri-food, pharmaceutical and cosmetic industries with microbiology control solutions to improve product safety and quality, as well as their productivity. We develop innovative solutions that cater each client’s requirements and enable them to maintain brand reputation.


Joining bioMérieux is choosing to be a part of an innovative company with a long term vision, committed to the service of public health and carried out with a humanist corporate culture.

Our Company offers numerous possibilities for professional development: you want to contribute to help save lives across the globe? Join the 13,000 employees of bioMérieux!




We are looking for a senior project manager who will be responsible for the implementation and improvement of the customer service processes for the Industry Unit and also their implementation in relevant tools (Salesforce, SAP…). You will be part of the Service Transformation & Performance team within the Global industry Customer Service (GiCS).


What will be your missions within bioMérieux ?

  1. Service Processes & tools (Salesforce CRM) referent for the GiCS :

  • Represent the Industry Service community as his/her expert in the different processes of service operation.

  • Represent the Industry Service community in the service tools governance.

  • In order to guarantee alignment between the business strategy, contribute or lead transformation projects (SIM, INSPIRE, INPULSE …).


  1. Service processes implementation and improvement for Industry launches :

  • Adapt and implement service processes along product launches

  • Collect, qualify and prioritize process improvement opportunities and follow-up their implementation with the relevant stakeholders, also providing adequate support during the implementation phase.

  • Know and share the best practices for the service operation: methodologies, operational workflows, organization structures.

  • Be the interface with IS teams for the releases and updates of the different solutions / enhancement of processes : coordinating and ensuring execution of URS, Test case, dry run non regression testing etc.


  1. Operational support and training around service processes & tools for Industry :

  • Explain and promote the usage of standard processes & systems in order to develop end-users’ autonomy and performance in their daily tasks.

  • Lead, participate, train and / or support an international network of experts / key users or specialists to disseminate information on new processes and process improvements on a global scale, and thus capture user needs final. The goal is to improve processes

  • Leverage knowledge within the organization: define required skills, design training curriculum, ensure that the documentation is accurate and up-to-date, and make sure that end users receive the appropriate level of training to be efficient in their job.

  • Train and/or support the GiCS team on Salesforce and SAP.


Who are you ?

  • Master or equivalent in a relevant field of study with 5 to 8 years of experience in defining customer service performance, change management, and management of its action plan.

  • IS project management, Key User community management would be a plus.

  • Demonstrate working knowledge of Salesforce (CRM) and/or SAP.

  • High level of adaptability/flexibility, ability to facilitate meeting and decision making.

  • Capacity to understand and propose solution to complex problems.

  • Ability to prioritize and to manage multiple priorities, multi-task.

  • Excellent written and oral communication skills with an ability to work transversally with others departments and/or functions.

  • Fluent English.



Working at bioMérieux 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 bioMérieux, 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.

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

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