Global Customer Service Complaints Investigator Lead

BioFire Diagnostics; Bloomingdale (IL); Hybrid; USD 81,000 - 116,000; Full time

Benefits offered by this job

Medical, dental, vision plans

Life and AD Insurance

Disability Insurance

Retirement Plan

Adoption Assistance

Wellness Programs

Employee Assistance Program

Commuter Benefits

Parental leaves

Job summary

BioFire Diagnostics is seeking a Complaints Investigator to lead end-to-end investigations for Culture Media and Accellix products. This hybrid role requires onsite presence in Lombard, IL 2–3 days per week, with remote capabilities as needed.

You will own investigations, drive cross-functional alignment, and deliver actionable improvements for customer satisfaction. Ideal candidates bring 5+ years in complaint investigations within pharma/biotech environments or 9+ years with a related HS

Qualifications

• Bachelor's degree in Microbiology or Molecular Biology with 5+ years in customer service, quality, production, R&D, or related function incl. complaint investigations.
• Or HS Diploma/GED with 9+ years in similar roles including investigation processes and regulatory requirements.
• Experience with complaint trending tools and CRM or similar systems; knowledge of culture media used for environmental monitoring.

Responsibilities

• Review, evaluate & solve customer complaints per internal policies and regulatory requirements.
• Lead cross-functional complaint investigations; data gathering across sites and teams.
• Prepare clear investigation reports and presentations.
• Support resolution with accurate, timely communication.
• Conduct complaint trending analysis to identify recurring issues and improvements.
• Ensure KPIs and targets are met in a timely manner.
• Engage with customers and field representatives regularly.
• Communicate with key accounts as an expert for product ranges.
• Perform work in compliance with quality procedures and standards.
• Perform other duties as assigned.

Education

Bachelor's degree in Microbiology / Molecular Biology

HS Diploma/GED

Tools

CRM systems

Job description

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

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.

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 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 requirements5% 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, bioMérieux 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

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