Global Customer Service Complaints Investigator Lead

Complaints Investigator

The Global Industry Customer Service (GiCS) Application Unit is seeking a Complaints Investigator to lead investigations related to Culture Media and Accellix product lines used majorly by pharmaceutical customers. This role is critical to ensuring customer satisfaction, supporting bioMrieux's commercial success, and driving continuous improvement. The position operates in a highly technical, regulated, and results-driven environment, requiring strong collaboration across internal teams and external stakeholders. This role is instrumental in driving the investigation leadership and effective complaint management.

Operating in a highly technical and regulated environment, the GiCS Investigator ensures end-to-end ownership of complex investigations, drives cross-functional alignment, and resolves customer issues into actionable improvements across the organization.

Primary Duties

1. Review, evaluate & solve customer complaints in compliance with internal policies and regulatory requirements
2. Lead cross-functional complaint investigations, ensuring timely resolution & global governance for the product/ranges. Collaborate with internal stakeholders (manufacturing sites, quality, support center and field teams) to gather data and evidence for complaint resolution
3. Prepare clear and concise investigation reports and presentations
4. Support complaint resolution by providing accurate and timely communication
5. Conduct complaint trending analysis to identify recurring issues and improvement opportunities
6. Ensure KPI's and key metrics of the function & targets are met in timely manner
7. Participate in field training activities and internal projects to enhance customer service performance
8. Engage regularly with customers and field representatives
9. Communicate when needed with key account, customers for support, range improvement as key expert for the range
10. Perform all work in compliance with company quality procedures and standards.
11. Perform other duties as assigned.

Qualifications

Required Education, Training and Experience

1. Bachelor degree required in Microbiology / Molecular Biology or a related scientific field and 5 years of customer service, quality, production, R&D or a related function

   • OR HS Diploma/GED and 9 years of experience in customer service, quality, production, R&D or a related function.

2. Strong expertise in complaint investigation and resolution processes including handling processes of: Regulatory requirements Quality assurance standards Customer communication best practices

3. Experience working with complaint trending tools and analysis on CRM or similar tools

4. Hands-on experience with: Culture media for environmental monitoring in pharmaceutical environments Flow cytometry technologies Complaint handling/field experience are add on

Preferred Education, Training and Experience

1. Experience in a pharmaceutical or quality control environment

Knowledge, Skills, and Abilities

• Consistently upholds and reflects the core ethical principles and values that bioMrieux promotes.
• Ability to work cross-functionally allowing for better collaboration and communication when working across teams to achieve shared objectives
• Functional skills including critical thinking, adaptability, time management, communication, problem-solving and digital literacy.
• Problem solving to find solutions to complex business challenges.
• Effective and efficient problem analysis that leads to high-quality decisions.
• Written Communications - including the ability to communicate technical data in written form
• Skilled in MS Office tools to include but not limited to Outlook, Teams, Word, and Excel
• Fluency in English; French is a plus
• Strong understanding of Investigation methodologies
• Ability to synthesize complex information and produce high-quality documentation

Travel requirements 5% international travel.

The estimated salary range for this role based in Illinois is between $81,400 116,300. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMerieux's bonus program. This range may differ from ranges offered for similar positions elsewhere in the country given differences in cost of living. Actual compensation within this range is determined based on the successful candidate's experience and will be presented in writing at the time of the offer.

In addition, bioMrieux offers a competitive Total Rewards package that may include:

• A choice of medical (including prescription), dental, and vision plans providing nationwide coverage and telemedicine options
• Company-Provided Life and Accidental Death Insurance
• Short and Long-Term Disability Insurance
• Retirement Plan including a generous non-discretionary employer contribution and employer match.
• Adoption Assistance
• Wellness Programs
• Employee Assistance Program
• Commuter Benefits
• Various voluntary benefit offerings
• Discount programs
• Parental leaves