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.

Responsibilities:                     

• 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 escalate reliability issues and trends to the appropriate team for immediate action or for future improvement
• Coordinate and work closely with other teams and department
• Perform special projects as directed

Qualifications:

• 2 years of experience in a role within a call center, preferably in a quality regulated medical device environment, in a quality or customer service/complaint resolution role
• High School Diploma required
• Bachelor’s degree and / or equivalent related experience
• 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 in order 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 a must
• Proficiency with MS Excel, Word, Excel, etc
• Quick, high productivity contributor
• Individual must have excellent verbal and written communication skills and a demonstrated ability to communicate clearly and professionally.  Fluent in French is highly desirable

The range of starting base pay for this role is $29.00 to $33.50 per hour.  Actual starting pay will be based on a wide range of factors including, but not limited to, relevant skills, experience, qualifications 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 comprehensive Medical (includes Prescription Drug), Dental, Vision, Flexible Spending Accounts, 401(k) with matching company contribution, 3-weeks paid time off plus paid sick time, tuition reimbursement, parental leave, short- and long-term disability, life insurance, accidental death & dismemberment insurance, 12 paid holidays (including floating holidays), employee referral bonuses and employee discounts.

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