Manager of Customer Complaints (F/M)

We are looking for a Manager of Customer Complaints for the Quality Department at our plant in Mohamdia.<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p><b>Grow with Us - Your Responsabilities</b></p><p></p><p>With a team of 4 investigators, your role isto ensure and to actively participate to the following:</p><p></p><div><p><b>- Customer Complaints Management</b></p><ul><li><p>Enter customer complaints into the SAP database from the moment they are opened.</p></li><li><p>Edit and archive customer complaint files.</p></li><li><p>Conduct technical and documentary investigations related to customer complaints.</p></li><li><p>Lead meetings with other departments for sample presentation and root-cause analysis of defects.</p></li><li><p>Lead cross-functional meetings to define CAPA plans and ensure their follow‑up.</p></li><li><p>Write customer complaint reports.</p></li><li><p>Communicate with the customer, with the support of Customer Quality Managers, regarding questions related to customer complaints.</p></li></ul><p></p><p><b>- Process Management</b></p><ul><li><p>Ensure that site practices comply with ISO requirements, including applicable process standards and customer requirements (e.g., applicable GMP).</p></li><li><p>Maintain and monitor quality indicators.</p></li></ul><p></p><p><b>- Audit Management</b></p><ul><li><p>Participate in internal audits, customer audits, and notified body audits in collaboration with the relevant managers.</p></li><li><p>Perform internal audits to ensure process compliance.</p></li></ul><p></p><p><b>- Quality Training</b></p><ul><li><p>Organize and monitor Quality training sessions.</p></li><li><p>Ensure proper execution of personnel qualifications and maintain qualifications in accordance with current procedures.</p></li></ul><p></p><p><b>- Project Management</b></p><ul><li><p>Participate in product transfer projects (FMEA).</p></li><li><p>Implement projects following process changes.</p></li></ul><p></p></div><p><b>What will convince us</b></p><p></p><div><div><p>Engineering degree or equivalent<br />Minimum of 5 years’ experience in quality development and assurance, ideally in the biomedical or pharmaceutical industry</p><ul><li><p>Professional certification with strong knowledge of quality auditing and regulatory standards</p></li><li><p>Solid technical background in engineering, including the ability to understand technical drawings and standards</p></li><li><p>Laboratory knowledge (biotechnology, microbiology), particularly for finished product investigations</p></li></ul><div><ul><li><p>Ability to develop realistic work plans and set personal goals aligned with company objectives</p></li><li><p>Strong organizational and methodological skills, with excellent attention to detail</p></li><li><p>Ability to prioritize and manage daily tasks effectively</p></li><li><p>Excellent written and verbal communication skills to represent the company professionally</p></li><li><p>Ability to build and maintain positive working relationships with all internal and external stakeholders</p></li><li><p>Proficiency in English: customers to be managed operate at an international level</p></li></ul></div><p></p></div><p></p></div><p></p><p></p><p><b>About Sartorius </b></p><p></p><p>Sartorius is part of the solution in the fight against cancer, dementia, and many other diseases. Our technologies help translate scientific discoveries into real-world medicine faster, so that new therapeutics can reach patients worldwide. </p><p></p><p>We look for ambitious team players and creative minds, who want to contribute to this goal and advance their careers in a dynamic global environment.</p><p></p><p>Join our global team and become part of the solution. We are looking forward to receiving your application. <br /><a href="https://www.sartorius.com/careers" target="_blank">www.sartorius.com/careers</a></p>