Manager of Tech Investigation

Position Overview Position Description

We are hiring a Technical Investigations Manager. The Technical Investigations Manager will oversee collection, documentation, and management of all customer complaints and inquiries to ultimate resolution, working cross-functionally with internal teams where needed. They will communicate with customers, sales, marketing, customer service and applicable internal teams and act as a key voice of customer and ensure that customer feedback is fed back into the business.

They will also engage and ensure appropriate product compliance in line with SOPs and RA/QA requirements.

At FUJIFILM Irvine Scientific (dba FUJIFILM Biosciences), we turn curiosity into breakthroughs that advance the field of life sciences. By offering a comprehensive portfolio of products and services in cell culture media, discovery research reagents, recombinant growth factors and proteins, fine chemicals, and critical assay materials, we partner with the brightest minds in biotech and pharma to tackle the world’s biggest health challenges.

Imagine being part of a team that enables life‑changing discoveries like new vaccines, therapies, and advancements in regenerative medicine. Our culture fosters curiosity, collaboration, and innovation, and we pride ourselves on delivering unparalleled quality and service to our partners. If you’re ready to make an impact, your future belongs with us at FUJIFILM Irvine Scientific (dba FUJIFILM Biosciences).

Our headquarters in Santa Ana, California, is surrounded by world‑class schools, lush parks, and scenic beaches like Laguna and Huntington, making it an ideal place to live, work, and explore. With additional campuses across the US, Europe, China, and Japan, we offer opportunities to make a difference worldwide.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit:

• Manage and mentor Technical Investigators, ensuring timely, accurate, compliant, audit‑ready and in‑budget investigations. This includes providing solutions to customers’ technical challenges, troubleshooting issues, and addressing any concerns raised by customers
  • Perform triage assessment of customer cases; determine the nature of direct and indirect customer inquiries and classify them for resolution.
  • Based on competing demands and new information, rapidly reprioritize activities as needed.
  • Guide the team in generating and testing hypotheses to determine root causes.
  • Oversee documentation review relevant to cases including legal agreements, batch records, QC data and commercial and shipping documentation.
  • Utilize the resources within the company such as QA, R&D, Manufacturing, Shipping and Customer Service to identify and confirm root causes.
  • Work collaboratively with internal teams, such as Sales, FASs, R&D and Product Management, to offer efficient and effective resolutions to customer inquiries.
  • Maintain compliance of: documentation intake, investigations, complaint review and approval, customer follow‑up and communication, tracking, trending and reporting on program.
  • Ensure complaints are investigated closed within established timeframe.
  • Assess and evaluate training needs of direct reports; ensure training and development needs are met within department plans and budgets.
  • Ensure all corporate and departmental policies and procedures are understood and followed by self and direct reports
  • Ensure legal and ethical principles and policies are understood and followed by direct reports.
• Advise management, in real time, of product technical matters for effective, accurate situational awareness and rapid escalation of issues as needed.
• Foster and maintain the company's reputation as a technical resource and industry leader
  • Verify that all customer communication is appropriate and professional and demonstrates scientific rigor.
  • Drive continuous improvement within the Technical Investigations team and within the organization to be at the forefront of knowledge and…