Product Service Representative II (Bothell, WA)

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 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.

Principle Responsibilities and Duties:
 

• 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 departments

• Perform special projects as directed

Experience, Education, Training, Traits:

• 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.
• 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.

• Bachelor’s degree and / or equivalent related experience
• 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

Language and Verbal Skills
Individual must have excellent verbal and written communication skills and a demonstrated ability to communicate clearly and professionally. Fluent in French is highly desirable.

Math Skills
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Analytical and Reading Skills
Ability to read, analyze, interpret and assist in the creation and refinement of company procedures. Ability to define problems, collect data, establish facts, draw valid conclusions and report on findings.

Physical Requirements
While performing the duties of this job, the employee may be required to perform lifting tasks of up to 10 pounds for short durations. Duties of this job may involve standing and/or walking for extended periods of time. Duties also involve daily keyboard data entry. Specific vision abilities required by this job include close vision.

Work Environment
Most work will be performed in an office environment. The noise level in the work environment is usually low to moderate.

Safety
Solta Medical is committed to the health and safety of our employees. We expect that all employees will perform their responsibilities while maintaining a safe, cooperative, and productive work environment, thus ensuring the health and safety of themselves and others.

#LI-Hybrid

As required by law, Bausch Health provides a reasonable range of compensation for roles that may be hired in the US. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For this role, the range of starting pay is $29.00 to $33.50 per hour.

Benefits package includes a Comprehensive Medical (includes Prescription Drug), Dental, Vision, Health Savings Account with company contribution, Flexible Spending Accounts, 401(k) matching, 3-weeks paid time off plus 6 days paid sick time (unless a state or city-specific policy applies) to start (pro-rated for new hires), tuition reimbursement, parental leave, short-term disability, long-term disability, life insurance, accidental death & dismemberment insurance, 12 paid holidays (including floating holidays), Employee Assistance Plan, commuter benefit, recognition awards, voluntary benefits (including Identity Theft, Student Loan and Breast Milk Shipping), employee referral bonuses and employee discounts.

This position may be available in the following location(s): Bothell WA.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability, military and/or veteran status, or any other Federal or State legally protected classes. 

If a candidate needs a reasonable accommodation/adjustment due to physical or mental health impairment for any part of the application process, they are encouraged to send their request to humanresources@bauschhealth.com  or call 908-927-1400 and let us know the nature of the request and their contact information. Please be sure to include the job requisition number. 

Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.  To learn more please read Job Offer Fraud Statement.