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

Bausch Health • Bothell, WA

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About The Position

The Solta Product Support Representative II provides first-level troubleshooting and technical support to customers and distributors and coordinates related return merchandise authorization (RMA) logistics. The role requires technical knowledge of Solta product offerings and professional, courteous support aimed at maximizing customer satisfaction.

The position handles hardware, software, and consumable troubleshooting; manages cases and related sales orders and RMAs using CRM and ERP databases; arranges service-parts and loaner shipments; dispatches field engineering for repairs; documents support activity; escalates reliability issues and trends; and works with other teams on customer support and special projects.

Requirements

• Bachelor’s degree minimum.
• More than two years of experience working in an office environment.
• Working knowledge of FDA and/or ISO 13485:2003 requirements for complaint handling.
• General knowledge of medical-device risk management and/or ISO 14971:2007 and/or risk management techniques.
• Experience with CRM and ERP software applications; experience with Salesforce.com, ServiceMax, and Microsoft Dynamics 365 is especially relevant.
• Professional customer communication and customer-care skills, and a team-player mindset.
• Ability to work with and support employees of different backgrounds and experience levels.
• Clear and concise written and verbal communication skills.
• Ability to quickly grasp and embrace new business and transactional processes and procedures.
• Ability to use experience and limited information to reach logical conclusions and sound judgments.
• Strong organizational skills, including the ability to plan and manage multiple priorities simultaneously.
• Computer skills for data input, typing, and general computer use.
• Proficiency with Microsoft Excel, Word, and similar tools.
• Ability to contribute quickly and productively.

Responsibilities

• Provide hardware, software, and consumable troubleshooting assistance to customers and distributors by phone and email.
• Use CRM and ERP databases to manage cases from start to finish and ensure timely resolution of associated activities, including sales orders and RMAs, while maintaining positive customer feedback and satisfaction.
• Process forward and reverse service-parts and loaner shipments as part of RMA logistics.
• Dispatch Field Engineering for repairs in the field.
• Document all support activities (cases) in the Product Support database.
• Identify and escalate reliability issues and trends to the appropriate team for immediate action or future improvement.
• Coordinate and work closely with other teams and departments.
• Perform special projects as directed.

Benefits

• Medical insurance, including prescription drug coverage
• Dental insurance
• Vision insurance
• 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 insurance
• Life insurance
• Accidental death and dismemberment insurance
• Paid holidays
• Employee referral bonuses
• Employee discounts
• Eligibility to participate in an annual bonus program or a sales incentive plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level