Global Clinical Applications Specialist II

Overview

The Global Clinical Applications Specialist II (CASII) is responsible for end-to-end product ownership and contributing to worldwide serviceability throughout the product lifecycle—from successful launches to obsolescence management. This role combines complaint handling, investigation management, technical support excellence including coaching, and contributing to service projects to foster cross-functional alignment, accelerate customer issue resolution, and enhance long-term product performance in the field while addressing strategic priorities and regional market dynamics.

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

• Investigation & Technical support ownership:
  Manage technical support requests and customer complaints from subsidiaries and distributors; provide leadership in delivering effective technical support to subsidiaries and distributors; promote proactive troubleshooting and technical coaching to local support teams; share best practices and contribute to project transformation and continuous improvement initiatives based on trend analyses; manage and coordinate end-to-end technical investigations with Manufacturing, R&D, and Quality; contribute to the Field Action process (audit preparation;
  
  participate in audits); follow CAPA activity relative to technical complaints and participate in FA boards; establish and maintain ERP certification, meet quality plan standards and all departmental KPIs, including those with impact on CHP and service.
• Service Project Execution & Strategy:
  Contribute to services launches and support; coordinate peers for service deliverables (documentation, validation, CSNs, etc.) and service project activities during product development and launch (PDP/G2M/GOM processes), aligning with Marketing, Training, and Global Operations; deploy service strategies in alignment with Marketing, Training, 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;
  
  contribute to other Franchise projects and initiatives as needed.
• Hypercare & Life science Management:
  Contribute to hypercare efforts to secure product launches, stabilize product performance, and ensure rapid resolution; contribute to phase-out (obsolescence) with associated KPI.

• Bachelor's degree in a biological science or other related field
• 2+ years of professional related experience to include: direct customer service experience; clinical laboratory experience in microbiology, molecular biology, and/or immunoassays experience preferred; computer science experience and/or troubleshooting experience with LIMS systems strongly preferred

• Knowledge of bio Merieux products and Salesforce is a plus
• Excellent written and oral communication skills
• English speaking
• Proficiency in a variety of computer programs including Microsoft Office Suite
• Attention to detail, great organizational skills, and ability to multitask in a fast-paced environment
• Promotes teamwork and cooperation; previous project management experience a plus
• Proven ability to coordinate critical technical investigations and field escalation actions
• Experience in cross-functional project coordination (R&D, SC, QA, MFG, Marketing, etc.) and working with global teams, subsidiaries, and distributors
• Knowledge of PDP process, Go-To-Market, CHP, Field deployment and post-launch service stabilization

Compensation & Benefits The estimated salary range for this role is between $72,000 and $97,000/year. This role is eligible to receive a variable annual bonus based on company, team, and individual performance per bioMérieux's bonus program. This range may differ from ranges offered for similar…