Julien BERTHET, Ph.D
EMEA Technical & Scientific support manager
Professional Status
Employed
Open to opportunities
About Me
8 years in Management – including 6 in an International Environment
10 years in Technical & Scientific Support both in Clinical Diagnostic and Life Sciences
High scientific level
Areas of expertise: Multicultural management, process improvement, life sciences, medical devices, quality control, project management, quality assurance, cell biology, immunology, events organization, consulting, biotechnology
Looking for a new challenge in an international and dynamic environment combining technical and managerial skills in the diagnostic or the life sciences fields
10 years in Technical & Scientific Support both in Clinical Diagnostic and Life Sciences
High scientific level
Areas of expertise: Multicultural management, process improvement, life sciences, medical devices, quality control, project management, quality assurance, cell biology, immunology, events organization, consulting, biotechnology
Looking for a new challenge in an international and dynamic environment combining technical and managerial skills in the diagnostic or the life sciences fields
EMEA Customer Technical Support Manager
Bio-Rad Laboratories
Since July 2019
Full-time
Paris Area
France
- Responsible for Technical & Scientific Support for Life Science & Food Safety Products, Instruments & Software to EMEA Customers
- Management of an international team based in 9 different locations supporting Life Science Customers across EMEA. Ensure the team is trained according to customer & company expectation.
- Lead a strategic plan of the department: turn local supports into an EMEA support (sharing knowledge, improve flexibility, increase response time and opening hours for English speaking support).
- Drive best practices and standardization across the team and ensure that procedures are implemented to increase customer satisfaction.
- Improve the Technical support delivery quality with respect to the defined KPIs and SLAs. Drive continuous improvement of the team efficiency.
- Development of collaboration between departments (Sales, Services, Quality) & across regions (EMEA, US)
- Focus on Team development, soft skills training in addition to cross-cultural intelligence
Technical Support Supervisor for Life Sciences and Quality Control Departments
Bio-Rad Laboratories
May 2012
to June 2019
Full-time
Paris Area
France
- Responsible for Customer Technical Support for Quality Control Products & Software. Focus on customers’ satisfaction & training, support provided regarding the ISO 15189 accreditation process
- Management of an international team based in France and in the UK. Organization of the team activity and back-ups. Regular meetings with the team, and with Sales to improve relationship.
- Improved record management of customer complaints (private and public laboratories, research labs) by setting up and following up KPI
- Process lead for EMEA Customer Technical support, main point of contact for corporate projects involving tools used by EMEA Customer Technical support, such as ERP, CRM, shared mailboxes.
Product Specialist Immunoassay - Quality Assurance Post-Market
Beckman coulter Immunotech
February 2011
to April 2012
Full-time
Marseille
France
- Worldwide technical support of manual immunoassays (120 IVD CE products)
- Technical referent to manufacturing and selling units
- Management of corrective and preventive actions (CAPA) and vigilance processes
- Quality assurance representative regarding ISO 9001 and ISO 13485
Ph.D in Life Sciences
French Blood Bank
October 2007
to December 2010
Full-time
Saint-Etienne
France
- Research project manager on hematology/immunology: Study of the role of human blood platelets in the immune response against bacterial infection
- Teaching, Supervision of trainees
- PhD Student representative for Scientific Council of University
President of BIOTechno Network
BIOTechno Network (https://www.reseau-biotechno.com/)
October 2008
to October 2009
Volunteer Work
France
- Coordination of BIOTechno forums (meetings between young researchers and biotechnology/biopharma companies)
- Creation of the Viadeo community named "réseau BIOTechno" (1400 members) and mensual newsletters
- Ability to manage a multicultural & multidisciplinary team (currently: 16 collaborators from Master to PhD levels based in 9 several locations)
- Team efficiency increased by 20% within 2 years by raising the expertise on the Top products and collaboration between EMEA and US Technical support team.
- Streamline complaint handling process - 40% decrease on complaint handling time to solve
- Extensive training on Management.l in an international context
- Procedures and Work Instructions creation, updates and training for EMEA Customer Technical Support team
- CRM/Salesforce & ERP/SAP lead for EMEA Team, including testing, training and best practices
- Reporting through CRM/Salesforce reports and PowerBi
- Direct and indirect interactions with EMEA customers and distributors
- Various interfaces with internal departments and manufacturing sites (“escalation process to divisions”)
- Link between the technical support, sales, field application specialists, customer service and manufacturing sites (based in the US & Singapore)
- French: Mother tongue
- English: Expert/Fluent (C1 Level CECR - 2019)
- Italian: Notions
- Immunology
- Cellular Biology
- Biochemistry
- Molecular Biology
- Proficient in ISO13485 and ISO15189 standards. Trained on ISO9001:2015
- Proactive in the Corrective Action and Preventive action (CAPA) process
- Participated to the batches’ validation
- Extensive use of CRM/ERP (Salesforce, ServiceMax, SAP)
- Microsoft Teams / Office 365 /Anywhere 365 tester & trainer
- Knowledge on SQL database
- Creation and updates of websites
Ph.D in Life Sciences
University Jean Monnet (Saint-Etienne, France)
September 2007
to December 2010
Study of the role of human blood platelets in the immune response against bacterial.
Mainly focused on Immunology and hematology
Mainly focused on Immunology and hematology
M.Sc. in Cellular and Integrative Biology
University Joseph Fourier (Grenoble, France)
September 2005
to June 2007
Obtained with honors
Training 1: French Blood bank (La Tronche, France) : Effect of extracorporeal photochemotherapy on blood platelets
Training 2: CEA (Grenoble, France) : Role of transmembrane segment 6 for the folding of CFTR protein and its implication on Cystic Fibrosis
Training 1: French Blood bank (La Tronche, France) : Effect of extracorporeal photochemotherapy on blood platelets
Training 2: CEA (Grenoble, France) : Role of transmembrane segment 6 for the folding of CFTR protein and its implication on Cystic Fibrosis
Life sciences
