Product Service Representative II (Aesthetic Med Device) (Bothell, WA)

Bausch Health Companies Inc.; Seattle (WA); On-site; USD 32,000 - 43,000; Full time

Benefits offered by this job

Medical coverage (comprehensive)

Dental and Vision

401(k) with company match

Discretionary time off

Paid sick time

Stock purchase plan

Tuition reimbursement

Parental leave

Short-term and long-term disability

Life insurance

Paid holidays

Employee discounts

Job summary

Solta Product Support Representative II is responsible for 1st level troubleshooting and technical support to customers and distributors, with RMA logistics responsibility. The role requires knowledge of Solta products and professional customer service to maximize satisfaction.

Key duties include using CRM/ERP databases, managing cases end-to-end, dispatching field engineers, and collaborating across teams. A minimum Bachelor degree with 2+ years in an office environment is required.

Qualifications

• Minimum Bachelor degree with 2+ years of office experience.
• Experience with CRM/ERP systems and customer support processes.
• Strong written and verbal communication skills.

Responsibilities

• Provide effective troubleshooting to customers and distributors via phone and email.
• Use CRM/ERP to manage cases from start to finish, including RMAs.
• Process forward/reverse service parts and loaner shipments (RMA logistics).
• Dispatch Field Engineering for repairs in the field.
• Document all support activities in the Product Support database.
• Identify and escalate reliability issues to the appropriate team.
• Coordinate with other teams and departments; perform special projects.

Skills

Customer communication

Team player

Multitasking

Problem solving

Education

Bachelor's degree

Tools

Salesforce.com

ServiceMax

Microsoft Dynamics 365

Job description

Job Location: Bothell, Washington, USA | Redmond, Washington, USA | Seattle, Washington, USA

Job Requisition ID: 15806

Join our global diversified pharmaceutical company enriching lives through our relentless drive to deliver better health outcomes to our patients. We are all in it together to make a difference. Be a part of a culture that doesn't just wait for change but actively creates it where your skills and values drive our collective progress and impact.

The Solta Product Support Representative II is responsible for all activities involving, but not limited to, 1st level troubleshooting and technical support to customers and distributors and provides subsequent RMA logistic services. The Product Support Representative is required to be technically knowledgeable in all of Solta’s product offerings and be capable of providing technical support and RMA logistics in a professional and courteous manner with the overall goal of maximizing customer satisfaction.

Accountabilities

• Provide effective hardware, software and consumable troubleshooting assistance to customers, including distributors, via phone and email
• Utilize CRM and ERP databases to manage all details of a case from start to finish, ensuring effective and timely resolution of associated activities including Sales Orders, RMA’s and while maintaining positive Customer Feedback/Satisfaction
• Process forward and reverse service parts and loaner shipments (RMA logistics)
• Dispatch Field Engineering for repairs in the field
• Document all support activities (Cases) in the Product Support database
• Identify and escalat reliability issues and trends to the appropriate team for immediate action or for future improvement
• Coordinate and work closely with other teams and departments
• Perform special projects as directed

Qualifications

Minimum Bachelor degree with 2 plus years of experience working in an office environment

Functional / Technical Knowledge:

• Working knowledge of FDA and/or ISO 13485:2003 and requirements for complaint handling
• General knowledge of risk management for medical device and/or ISO 14971:2007 and/or Risk Management Techniques
• Experience with CRM and ERP software applications (especially SalesForce.com, ServiceMax, Microsoft Dynamics 365)
• Professional customer communication, customer care skills and team player mindset are necessary
• Ability to work with and support employees of different backgrounds and experience levels
• Ability to communicate clearly and concisely both written and verbally
• Ability to quickly grasp and embrace new business and transactional processes and procedures
• Ability to draw upon experience and limited information to come to logical conclusions and sound judgments
• Strong organizational skills including the ability to plan and manage multiple priorities simultaneously
• Computer skills relating to data input, typing and general computer use are a must
• Proficiency with MS Excel, Word, Excel, etc.
• Quick, high productivity contributor

The range of starting base pay for this role is $22.94 – $31.55. Actual starting pay will be based on a wide range of factors including, but not limited to, relevant skills, experience, qualifications, education and location. In addition to base pay, this position is eligible for participation in either (i) our annual bonus program or (ii) a sales incentive plan.

Benefits package includes a comprehensive Medical (includes Prescription Drug), Dental, Vision, Flexible Spending Accounts, 401(k) with matching company contribution, discretionary time off, paid sick time, stock purchase plan, tuition reimbursement, parental leave, short-term and long-term disability, life insurance, accidental death & dismemberment insurance, paid holidays, employee referral bonuses and employee discounts.

We are an Equal Opportunity Employer. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates collaboration.