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.
This initial 12-month Fixed Term Contract for Solta Product Support Specialist, EMEA provides 1st level troubleshooting and technical support to customers and assisting EMEA business units with complaint input and resolution. The Product Support Specialist 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:
Note: The following are meant to be representative but not necessarily all inclusive of the duties and responsibilities for this position title.
- Provide effective hardware, software, and consumable troubleshooting support to Solta business units, distributors, and customers throughout EMEA via phone and email.
- Utilize internal resources such as FAQs, Solution Scripting Guides, and Knowledge Bases to support case resolution.
- Assist EMEA business units with Solta product repair guidance, including field and depot repair support.
- Document all support activities (Cases) accurately and timely in the Product Support database (Salesforce.com/ServiceMax).
- Manage all aspects of assigned Cases from initiation to closure, ensuring timely resolution, customer satisfaction, and compliance with KPIs and regulatory requirements.
- Collaborate with the EMEA Support Lead for 1st-line support on technical and ServiceMax-related activities.
- Identify reliability trends and escalate issues to the management team for immediate or future corrective actions.
- Learn and follow all product support processes and identify opportunities to streamline and improve workflows.
- Contribute to the development and implementation of strategies aimed at increasing customer satisfaction.
- Support special projects as assigned by the Manager.
- Coordinate and work closely with other internal teams and departments across EMEA.
The minimum requirements:
- Minimum of two years’ product support or technical support experience, ideally within the medical device, aesthetic technology, or healthcare technology environment.
- Bachelor’s degree or equivalent required. AA degree, vocational technical certification, or equivalent related experience strongly preferred.
- Exceptional customer communication and customer-care skills.
- Strong technical, analytical, interpersonal, verbal, organizational, and written communication skills.
- Proficiency with Microsoft Excel, Word, and general MS Office tools.
- Fluent English required.Additional EMEA languages (Polish, German, French-nice to have) are highly desirable for supporting a regional customer base.
- Occasional lifting of up to 10 kilograms, with standing and/or walking for short periods may be required.
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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.