Global Customer Service Complaints Investigator Lead Job Lisle area,Illinois USA,Quality Assurance

This position requires working onsite in Lombard 2–3 days per week.

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 bioMérieux’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

Review, evaluate & solve customer complaints in compliance with internal policies and regulatory requirements

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

Prepare clear and concise investigation reports and presentations

Support complaint resolution by providing accurate and timely communication

Conduct complaint trending analysis to identify recurring issues and improvement opportunities

Ensure KPI’s and key metrics of the function & targets are met in timely manner

Participate in field training activities and internal projects to enhance customer service performance

Engage regularly with customers and field representatives

Communicate when needed with key account , customers for support, range improvement as key expert for the range

Perform all work in compliance with company quality procedures and standards.

Perform other duties as assigned.

Required Education, Training and Experience

Bachelor degree required in Microbiology / Molecular Biology and 5 years of experience in customer service, quality, production, R&D, or a related function, including experience with complaint investigation and resolution processes, regulatory requirements, quality assurance standards, customer communication best practices, complaint trending tools and analysis using CRM or similar systems, and culture media used for environmental monitoring in pharmaceutical environments.
- OR HS Diploma/GED and 9years of experience in customer service, quality, production, R&D, or a related function, including experience with complaint investigation and resolution processes, regulatory requirements, quality assurance standards, customer communication best practices, complaint trending tools and analysis using CRM or similar systems, and culture media used for environmental monitoring in pharmaceutical environments.

Preferred Education, Training and Experience

Experience in a pharmaceutical or quality control environment
Flow cytometry technologies
Complaint handling/field experience

Knowledge, Skills, and Abilities

Consistently upholds and reflects the core ethical principles and values that bioMérieux 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…