Global Customer Service Complaints Investigator Lead
Listed on 2026-07-07
-
Quality Assurance - QA/QC
Regulatory Compliance Specialist, QA Specialist - Analyst/Manager, Quality Control - QC Analysts/Managers
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 bioM x’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.
Required Education, Training and Experience
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.
Strong expertise in complaint investigation and resolution processes including handling processes of:
Regulatory requirements, Quality assurance standards, Customer communication best practices.
Culture media for environmental monitoring in pharmaceutical environments, Flow cytometry technologies, Complaint handling/field experience are add on.
- Consistently upholds and reflects the core ethical principles and values that bioM x 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 bio Merieux’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, bioM x 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.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).