Join our Talent Network
Skip to main content

CDI - Food Systems Investigation Unit Manager

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 provides diagnostic solutions which determine the source of disease and contamination to improve patient health and ensure consumer safety.

Come and join a family-owned global company with a long-term vision, and a human-centered culture.

 

 

 

bioMerieux has a position open for a Global Customer Service Manager to be based in Craponne, FR.

 

Within the Global Industry Customer Service (GiCS), the Global Customer Service Manager that we are looking for  is responsible of Complaint Handling Process. It includes the management of an expert team who is in charge of providing problem resolution, the coordination and the accountability of the end to end investigation related to our customer technical complaints, questions and suggestions.

 

What will be your responsibilities ?

  • Within GiCS department, be responsible to manage Application Specialists (AS) and Service Engineer (SE) and related deliverables (including follow-up of the main Key indicators).
    • Ensure a smooth process with main stakeholders (Subsidiaries, manufacturing sites, R&D…)
    • Ensure the right level of the Time to close with the right answer quality level.
    • Ensure auditability of process under your management
  • Provide support to the experts team on different system ranges intended for Industry Food Customers
  • Be accountable of the investigations of concerned range of products
  • Improve methods/process having a direct impact on the department operations by a robust team management performance.
  • Drive difficult situation requiring end-to-end solutions with direct impact on operational and/or financial and/or human and/or customers track/report the status of investigations.
  • 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.
  • Participate to quality audits.
  • Promotes the customer service voice in the company projects.

 

Who are you ?

  • Master’s degree in engineering, biology, pharmacy with a recognized customer orientation
  • Or a minimum of 5 years of experience in Global or Regional function
  • Ideally, experience in participating to regulatory audits (ex: FDA, ISO, OSHA, EPA etc.)
  • You are recognized for your leadership, and your ability to manage a team.
  • Committed to customer and to service with a sense of urgency and accountability.
  • A strong team player within the cross cultural GiCS team, able to interact with multidisciplinary teams and work in a matrix environment
  • Good communication and presentation skills and ability to deliver complex information into a simplified manner for different audiences
  • Analytical and synthetic mindset / Sense of time and priorities management
  • Must be proficient in Microsoft Office tools
  • Fluent in English
  • Travel 10-20%.
  • Knowledge in ERP functioning and reporting tools (SAP, CRM…) is a plus

 

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.

Share: share to e-mail

Similar Jobs

CDI - Spécialiste Support Equipement & IT - F/H

CRAPONNE, France
Customer Service

CDI - Food Systems Investigation Unit Manager

CRAPONNE, France
Customer Service

CDI - Ingénieur Système Terrain Ouest - F/H

CRAPONNE, France
Customer Service

CDI - Spécialiste Applications - F/H

CRAPONNE, France
Customer Service

CDI - Ingénieur Système Terrain Ouest - F/H

CRAPONNE, France
Customer Service