Quality Engineer Customer Support

In what environment will you work as a Customer Complaints Quality Engineer (M/F)?

 

We are currently looking for a Customer Complaints Quality Engineer (M/F) for one of our clients in the biotechnology and medical device sector. The position will be based in the Bouches-du-Rhône department, as part of a 3-month consulting assignment, renewable.

 

Mission Context

 

As part of a team reinforcement, the Customer Complaints Quality Engineer will provide operational support and key leadership in managing complex customer complaints and internal quality issues. The role is responsible for ensuring customer satisfaction through rigorous investigation management and close monitoring of corrective action plans.

 

Customer Complaints Quality Engineer (M/F): What will be your roles and responsibilities?

 

Investigation Management and Problem Solving

• Analyze data arising from customer complaints and internal quality issues.
• Lead and coordinate investigations in collaboration with cross-functional departments (PD, QAiP, MSAT, Logistics and Production).
• Define and coordinate the required analyses, testing and experimental plans.
• Assess risks and ensure product safety and containment measures, including batch holds and mitigation actions.
• Implement and monitor Corrective and Preventive Actions (CAPA) based on recurrence analysis.
• Ensure full traceability of complaint and investigation records within IT systems, including SAP.

Communication and Customer Relations

• Prepare investigation reports for both internal stakeholders and customers.
• Lead follow-up meetings and coordinate external communication with customers.
• Escalate high-impact issues to Quality Management in a timely manner.
• Participate, when required, in on-site customer visits, business travel and audits (internal, customer or third-party).

 

What profile and skills are required for this Customer Complaints Quality Engineer (M/F) position?

 

Experience

• At least 5 years of professional experience in operational Quality or customer support functions, excluding internships and work-study programs.
• Significant experience in customer complaint management and crisis management.
• Experience in the biotechnology, pharmaceutical or medical device industry would be highly appreciated.

 

Skills & Competencies

• Strong command of problem-solving methodologies (8D, 5 Whys, Ishikawa, etc.) and risk analysis.
• Solid knowledge of ISO 9001, ISO 13485 and GMP requirements.
• Proficiency in an ERP system (SAP) and the Microsoft Office suite.
• Fluent professional English, both written and spoken, is mandatory.
• Strong cross-functional leadership, facilitation skills, excellent interpersonal skills and the ability to perform effectively under pressure.

 

Education

• Bachelor's / Master's degree (Bac+4 / Bac+5 equivalent), or an Engineering degree, specializing in Quality, Bioprocess Engineering, Pharmaceutical Sciences or Healthcare.

 

Interested in this opportunity? Send us your application!

 

EP2C Energy is committed to diversity and inclusion. We encourage applications from individuals with disabilities.

 

As part of our Quality, Health, Safety and Environment (QHSE) policy, we place great importance on compliance with QHSE rules to ensure a safe working environment for our employees, with a strong commitment to environmental responsibility.

 

Our company is engaged in a continuous improvement approach through its Quality Management System (QMS) and Health, Safety and Environment Management System (HSE-MS).

 

By joining our teams, you will follow HSE procedures and best practices while contributing to the continuous improvement of our processes.