Customer Care Specialist (Madrid or Lisbon)

A family-owned company, bioMérieux has grown to become a world leader in the field of in vitro diagnostics. For more than 60 years and across the world, we have imagined and developed innovative diagnostics solutions to improve public health. Today, our teams are spread across 45 countries and serve 160 countries with the support of a large distribution network.
Come and join a family-owned global company with a long-term vision, and a human-centered culture.

As Customer Care Specialist, reporting to the IBERIA Customer Service Manager,  you will be responsible for managing the Customer Service activities related to the Complaint Handling Process (CHP) Performance, Customer Service Notifications coordination (including the CRM management), and Field Actions CRM Management except the Local Competent Authority Interaction.

• The CHP Performance will be focused mainly on the KPI review, quality of data in CRM cases and support of the Local Customer Service (LCS) team in the procedures application and best practices implementation.
• The Customer Service Notification (CSN) coordination consists of the review of the information provided by Global with the local teams (principally Marketing and LCS departments) and manage the activities derived in CRM (action on product, customer notification, delta management, etc.)
• The Field Action (FA) Management provided by the Customer Care Specialist will be the CRM management of all records and activities linked to Field Safety Corrective Actions (FSCA), Field Corrective Actions (FCA), Product Resume Shipment (PRS) / Product Stop Shipment (PSS) except the LCA interaction, fulfilled by the quality team.
• Customer Satisfaction Survey - is the single point of contact with other departments for managing customer satisfaction surveys

What will be your missions:

Complaint Handling Process (CHP)

• • Support the LCS team to ensure that cases are timely and adequately managed (PRE detection, ATC description, missing contacts, cybersecurity info, data privacy requirements, etc.).
  • Work with LCS managers in the review of all cases out of target (weekly review and monthly analysis), helping them to identify cases to check (high number of days open) and to perform the root cause analysis and action plan when deviations.
  • Work with LCS team in the daily review of cases and in the monthly review of corrections.
  • Monitor trends in complaints and notifications to propose corrective and preventive actions in coordination with the Quality and Customer Service teams.
  • Monitor deadlines and KPIs of field actions execution

Customer Service Notifications (CSN)

• Review the CSN sent by Global: Act as a liaison with global teams to ensure the effective implementation of global initiatives or procedures in the local market.
• Coordinate at local level (principally with Marketing and LCS departments) if any CSN is applicable to Iberia.
• Manage the CRM activities (Vigilance & CS Communication contact review (former Regulatory contact), customer notification, WO/SA creation, Delta management, extension requests, etc.) and records (Objective justification if not applicable, Acknowledge of Receipt, Action on Product, etc.)

Field Action (FA)

1. • Once the letter has been approved by the LCA and the Quality team, manage the CRM activities linked to FA (Vigilance & CS Communication contact review (former Regulatory contact), customer notification, WO/SA creation, Delta management, extension requests, etc.) and records (objective justification if not applicable, Acknowledge of Receipt (AR), Action on Product, etc.)

Customer Satisfaction Surveys

1. • Participate with the Quality Team in analyzing customer satisfaction survey results to identify opportunities for improvement in processes and services.
   • Support and manage the interaction with other departments, in particular Quality and Customer Success, for matters related to customer satisfaction surveys

Who are you?

• Bachelor's degree in Life Sciences (e.g., Biology, Biochemistry, Biotechnology, Pharmacy, or Biomedical Engineering) or equivalent experience
• Additional training or certifications in Quality Management Systems (ISO 13485, ISO 9001) or Customer Relationship Management are highly valued.
• Knowledge of customer service requirements, guidance documents and processes (local/regional).
• Minimum of 3 years of experience in roles related to Customer Service, Quality Assurance, or Regulatory Affairs within the medical device or in vitro diagnostics industry.
• Hands-on experience with complaint handling systems, CRM platforms, and/or field safety corrective actions (FSCAs) is a plus.
• Familiarity with international standards and regulatory requirements for IVD products (e.g., IVDR, FDA, ISO 13485) is also a plus.
• Understanding of with bioMérieux products portfolio and technologies.
• Excellent verbal and written communication skills
• Ability to analyze and synthesize data to support decision-making
• Strong decision-making skills
• Customer-centric mindset
• Problem-solving ability
• Proactive attitude
• Fluency in Spanish or Portuguese is required depending on the job location (Madrid or Lisbon). Proficiency in both languages is considered a strong plus. English is also required.

bioMérieux welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.