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Global Customer Service Manager - Microbiology W/M

Location: Marcy l'Etoile, France
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 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.



We are looking for a Manager of the microbiology investigation unit under a permanent contract who will work and grow within the Global Customer Service Operations (CSO) department and will report to the CSO Microbiology Manager within a team of 5 co-workers.

The mission of the department is to handle technical issues and complaints coming from subsidiaries or distributors, to provide efficient technical support, and to lead the end-to-end associated investigations.


What will be your mission ?

  • Manage a team of 12 team members in charge of Investigations on reagents (Application Specialists – AS) and on instruments (System Engineers – SE)

  • Develop the team members’ soft skills and expertise

  • Identify and attract new talents who meet the needs of the department

  • Be responsible for team objectives and deliverables, including the follow-up of the main Key Performance Indicators

  • Be accountable of the investigations for the concerned Microbiology product ranges (VITEK MS, VITEK MS Prime, PPM Plates, ETEST, etc.)

  • Improve methods/processes having a direct impact on the department’s operations, via a robust team management performance

  • Be the point of contact for stakeholders related to microbiology products and the Complaint Handling Process (CHP) (manufacturing sites, R&D, Quality, Post Market Vigilance, subsidiaries and distributors)

  • Drive complex situations requiring end-to-end solutions with direct impact on operational, financial, human and customer-related aspects

  • Track and report the status of investigations

  • Escalate concerns to management in a timely manner and make decisions/build action plans for resolution

  • Perform complaint trend analysis and prepare reports for other departments

  • Participate to quality audits

  • Convey the Voice of the Customer Service in the Company’s transversal projects

Who are you?

  • Master’s degree in engineering/biology/pharmacy

  • Minimum of 5 years of experience in Customer Service

  • Minimum of 5 years of experience in team management

  • Ideally, experience in participating to regulatory audits (ex: FDA, ISO, OSHA, EPA etc.)

  • Previous experience in Team management

  • Recognized for your leadership

  • Customer-oriented: committed to customer and to service with a sense of urgency and accountability

  • A strong team player within the cross cultural organization, 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

  • Ability to handle priorities and deliver commitments on time

  • Fluent in English (written, oral)

  • Knowledge of ERP (Enterprise Resource Planning) functioning and reporting tools (SAP, Salesforce…) is a plus

  • Ability to travel up to 10-20% of your time

  • Position based in Marcy l'Etoile or à la Balme



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.

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