Service Manager (EMEA)

Join a team! We are a global diversified pharmaceutical company enriching lives through our relentless drive to deliver better health outcomes. We develop, manufacture and market a range of products, primarily in gastroenterology, hepatology, neurology, dermatology, medical aesthetic devices, international pharmaceuticals. Our 7,000 employees share a common goal and values, propelling us to provide essential care to millions of people globally. We seek dedicated individuals who share our sense of urgency, unity, and excellence.

We are looking for a trustworthy and respectful individual who consistently does the right thing. Someone who is imaginative and proactive, with a keen eye for what is possible. A perceptive and adaptive person who is action oriented. We need a disciplined, focused, and accountable team member. If you embody these values, come join our company and help us shape the future.

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 Service Manager (EMEA) at business unit Solta Medical will be responsible for the management of EMEA service depot, field service repairs and Product Support.  They will manage a technical team in the EMEA region and be responsible for providing technical product service and support to the satisfaction of direct sale customers and distributors in the EMEA region and support the EMEA Commercial team. Candidate should be both a strong leader and team player with the demonstrated abilities and willingness to wear “multiple hats” and perform a wide range of tasks within a dynamic environment. 

KEY RESPONSIBILITIES:

• Manage and perform all aspects of services offered on site at the depot including training, repairs, refurbishment, system upgrades, service parts inventory, etc. This position may also manage a pool of loaner systems including maintenance, shipment and rental to customers and distributors. Responsible for management of EMEA depot, product support and field service
• Work with the EMEA Product Support team to be the first point of contact for all technical issues, and manage the resolution of those issues to insure customer satisfaction. Repairs are managed by dispatching 3rd party service, depot repair or repair on site by Solta. Working with local Sales, sell post warranty service contracts directly to customers.
• Provide support to Distributors in the region, becoming the first point of contact for all technical issues, and managing the resolution of those issues. Provide service training to Distributors and advise on spare parts stocking. Ensure Distributors are providing support to their customers which meet or exceed our expectations.
• Responsible for looking after 3rd party service support, including relations, logistics, dispatch, technical support, service training, performance appraisals, invoice review, parts use, etc.
• Ensure service stocking levels are as lean as possible without compromising customer satisfaction.
• Manage the service depot financial responsibilities such as inventory cycle counts, reserve levels for depot materials, and ERP business unit transactional corrections and improvements.
• Documentation of servicing activities and failure investigations as per appropriate regulatory requirements (i.e. FDA, CE, UL) and per Solta quality system requirements.
• Organization of the physical return goods area and management of the inventory.
• Take responsibility for meeting service department goals, objectives and metrics
• Be a technical resource for the Product Support group and worldwide Service Engineers.
• Ensure the depot is properly resourced to perform the required tasks (tooling, spare parts, etc.)

The minimum requirements:

• Minimum 4 year degree in electronics, engineering or equivalent experience.
• Minimum of 5 years in a team leadership or supervisory role. Preference for Service or Engineering experience in a Medical Device, Quality Regulated Environment
• Ability to perform troublleshooting and root cause analysis on hardware and consumable defect returns, and to drive those failure investigations to closure.
• Familiarity with Microsoft Office Suite (Word and Excel)
• Ability to contribute to the development of the Team operating with other team members in different locations.
• Good English skills with effective verbal, writing and reading abilities.
• Experienced working in an ESD type environment.

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The masculine is used in this publication without prejudice for the sake of conciseness.
Bausch Health is committed to equal employment opportunity and complies with equal employment opportunity laws in effect wherever it operates.