Global Customer Service/Investigation Specialist (bioMerieux, Inc., Philadelphia, PA)

Develop and deliver second-level emergency support training for subsidiaries and distributors, focusing on complaint resolution, answering inquiries, and providing suggestions to enhance service delivery. Facilitate field support training for subsidiaries and distributors, ensuring they can address customer needs promptly and efficiently, while maintaining high customer satisfaction through technical problem-solving. Design and implement training programs to handle complex scenarios, emphasizing end-to-end solutions that impact operational, financial, human, and customer satisfaction metrics. Collaborate with cross-functional teams (R&D, SE&S, Production, Site QA) to design and integrate training that addresses complex situations, harmonizes investigation workflows, and resolves issues across departments. Help create action plans in response to critical situations and develop targeted trainin...