We are looking for a Global Customer Service Immunoassays Franchise Application Specialist for 18 month, who will be responsible for contributing end-to-end product ownership and contributing to guarantee worldwide serviceability throughout the entire product lifecycle—from successful launches to effective obsolescence management.

Working in close cross functional collaboration with R&D, Marketing, Manufacturing/Supply Chain/ QA, Vigilance, and regional (local) teams, this role contributes to service strategy definition for the Franchise, strong operational execution, technical proactivity, and continuous improvement across the product lifecycle to optimize field support and operational excellence, and therefore reach business growth expectations and enhance customer experience.

Your missions are structured around 3 key pillars :

• Manage technical support requests and customer complaints from subsidiaries and distributors,
• Maintain ERP certification : Meets quality plan standards and all department KPIs, including those with impact on CHP and service,
• Manage and coordinate end-to-end technical investigations with Manufacturing, R&D, Vigillance and Quality,
• Promote proactive troubleshooting and technical coaching to local & regional support teams,
• Support peers with service deliverables (documentation, validation, CSNs, etc.) and service project activities during product development and launch (PDP/G2M/GOM processes), working in alignment with Marketing, Learning & development, and Global Operations,

• Contribute to Go-To-Market strategy and support transition to obsolescence phases,
• Represent the technical voice of the field to influence upstream and downstream decisions / Go out of market.
• Lead hypercare efforts to secure products launches, stabilize product performance, strengthen GO live of our solutions ensuring rapid resolution,

• Partner with R&D, MSCQ, and Marketing to ensure a proactive reactive “support and resolution” approach for products brands,
• Act as expert for service documentation with R&D, for wiki, for CSN and any relevant technical documentation.

Profile description:

Who are you ?

• Minimum 3–8 years in customer service, technical support, or quality/investigation roles, Application Specialist, or technician ideally for reagents in the immunoassays,
• Strong knowledge of service processes and product lifecycle management,
• Experience in cross-functional project coordination (R&D, SC, QA, MFG, Marketing, etc.),
• Proven ability to manage and coordinate critical technical investigations and lead field escalation actions,
• Familiarity with PDP process, G2M, GOM, CHP,  field deployment, and post-launch service stabilization,
• Excellent communication, influence skills in a global, matrixed worldwide environment. Customer oriented and Fluent English speaking mandatory, 2nd language may be a advantage,
• Experience working with global, subsidiaries, distributors, and end- customers and internal & external business partners. You have a good knowledge of clinical laboratories and hospitals.