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Location: La Balme-Les-Grottes, 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.
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 opportunities for professional development. You want to help save lives across the globe? Join the 12,000 employees of bioMérieux!
We are looking for a Global System Engineer Investigation Leader who will work and grow within the Investigation Unit Microbiology France department and will report to Global Customer Service Manager within a team of 15 co-workers.
What will be your mission ?
You will be responsible for processing all complaints and questions coming from subsidiaries or distributors, providing efficient technical support, to lead the end to end investigations :
To ensure technical support for distributors and subsidiaries on VITEK-MS and VITEK-MS Prime, providing efficient technical solutions to the escalated complaints or questions;
To lead the investigations on these product lines :
To decide when to open investigations;
To lead investigation meetings and work in close collaboration with relevant experts in other teams (R&D, SE&S, production sites, R&D QA…)
To document complaints in Salesforce.com and investigations in Trackwise Digital
To write Answers To Customers (ATCs) ;
Monitor and report about investigation statuses and escalate concerns to management within expected timeframe ;
To approve your peers’ investigations;
Follow the CAPAs created as a consequence of an investigation ;
To present investigations to potential auditors;
To provide answers to questions raised by the Regulatory Quality Compliance department;
Develop tools to help subsidiaries and distributors gain efficiency when supporting their customers (troubleshooting guides or tools, FAQs…);
Contribute to continuously improving products and provide feedback on product complaints to various teams, including R&D, SE&S, Production site, GCS PMO, QA
To continuously improve the delay and quality of answers provided to our customers.
Who are you ?
An engineering degree with a major on electronics or mechanics, you have a confirmed experience about 3 years on complex systems (mechanical, electronics or fluids technical skills).
Proficiency in biology or previous experience as Application Specialist are pluses.
You have demonstrated leadership and ability to convince and gain trust of your colleagues.
You have very good communication skills, a good team spirit, a synthetic and analytical mind.
You enjoy working in an environment made of daily interactions with multidisciplinary teams.
You have successfully participated to regulatory audits (ex : FDA, ISO, OSHA, EPA, etc.).
Your English is fluent. Other languages are a valuable assets.
Occasional travel in France or abroad can be required (10% maximum).
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 12 000 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.