Manager of Customer Complaints (F/M)
Sartorius
Customer Service
Posted on Jan 20, 2026
We are looking for a Manager of Customer Complaints for the Quality Department at our plant in Mohamdia.
Grow with Us - Your Responsabilities
With a team of 4 investigators, your role isto ensure and to actively participate to the following:
- Customer Complaints Management
Enter customer complaints into the SAP database from the moment they are opened.
Edit and archive customer complaint files.
Conduct technical and documentary investigations related to customer complaints.
Lead meetings with other departments for sample presentation and root-cause analysis of defects.
Lead cross-functional meetings to define CAPA plans and ensure their follow‑up.
Write customer complaint reports.
Communicate with the customer, with the support of Customer Quality Managers, regarding questions related to customer complaints.
- Process Management
Ensure that site practices comply with ISO requirements, including applicable process standards and customer requirements (e.g., applicable GMP).
Maintain and monitor quality indicators.
- Audit Management
Participate in internal audits, customer audits, and notified body audits in collaboration with the relevant managers.
Perform internal audits to ensure process compliance.
- Quality Training
Organize and monitor Quality training sessions.
Ensure proper execution of personnel qualifications and maintain qualifications in accordance with current procedures.
- Project Management
Participate in product transfer projects (FMEA).
Implement projects following process changes.
What will convince us
Engineering degree or equivalent
Minimum of 5 years’ experience in quality development and assurance, ideally in the biomedical or pharmaceutical industry
Professional certification with strong knowledge of quality auditing and regulatory standards
Solid technical background in engineering, including the ability to understand technical drawings and standards
Laboratory knowledge (biotechnology, microbiology), particularly for finished product investigations
Ability to develop realistic work plans and set personal goals aligned with company objectives
Strong organizational and methodological skills, with excellent attention to detail
Ability to prioritize and manage daily tasks effectively
Excellent written and verbal communication skills to represent the company professionally
Ability to build and maintain positive working relationships with all internal and external stakeholders
Proficiency in English: customers to be managed operate at an international level
About Sartorius
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.
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.
Join our global team and become part of the solution. We are looking forward to receiving your application.
www.sartorius.com/careers