Customer Quality Manager - Life Sciences (M/F)

For our client, an international provider in the biopharmaceutical industry, we are currently looking for a Customer Quality Manager (M/F) based in Wallonia. You will mainly be the liaison between the company and its customers portfolios, investigate on quality issues,  manage a good global relationship with customers and work with your team to improve the customer quality experience while reporting to the Manager Of Customer Quality Europe.
 
Your Responsibilities:
 

• Responsible for the customer quality experience - follow up all quality related topics issued by the customer
• Lead Quality topics for Business Reviews with Key Accounts (from proactive preparation to follow up and closure)
• Drive required quality risk assessment fact and data based with the appropriate team
• Create and maintain the customer KPI dashboard on monthly basis
• Oversee all customer complaints globally with relevant sites
• Drive the customer communication part in an escalation process for critical complaints
• Participate on investigations at customer’s site for critical situations and support customer in closing investigations along with the appropriate action plans
• Lead the global surveillance of complaints and raise alert for trends and risks
• Participate in customer for cause audits, in target and routine audits as well as in quality-related workshops.

 
 
Competencies and leadership attributes:
 

• You maintain a good and regular communication with customers and with your team
• You act towards long term missions defined by your hierarchy
• You have full autonomy to organize and execute your tasks
• You have authority to make decisions on complaint management and any quality topics specific to the customer portfolio  
• You take the lead for customer specific quality related projects
• You provide guidance and collaborate closely with Operations and Product Management teams

 
Your profile:
 

• Bachelor degree in Science, Engineering or Pharmacy or a related field.
• At least 5 years progressive Industry experience ( pharmaceutical, medical device or biotechnology)
• Experience in 8D methodology and FMEA / Risk Analysis
• You hold Six Sigma Green Belt
• Experience in regulated industries and strong knowledge of Quality Systems practices
• Experience in customer related processes (mandatory).
• Able to construct a strong relationship with stakeholders (internal and external).
• Strong assertiveness and leadership skills. Able to motivate yourself and others
• Excellent communication and presentation skills.
• Fluent in English and ready to travel
• Desired experience with software Quality System management tools.

  For more information concerning this opportunity, do not hesitate to contact Ning FANG.