Senior Director Global Product Experience (Medical Device)

Solta, a division of Bausch Health, is committed to improving patients quality of life by delivering sophisticated technology in simple, elegant designs, providing true aesthetic and therapeutic benefits. For more than a decade, we've been developing innovative treatment technologies to provide proven and effective aesthetic care options to consumers and physicians alike.  

The Sr. Director of Global Product Experience is responsible for leading Solta’s Global product experience and technical service operations in accordance with both FDA QSR guidelines, Solta’s quality policy, and defined commercial business objectives.  The leader for this role has a demonstrated track record for building, developing, and growing, high performing teams.  The leader will be responsible for developing a differentiated customer experience that enables patients to meet their overall Aesthetic goals, enables customers to support the best possible outcomes, and supports the overall commercial business objectives for Solta.  The leader will have budgetary responsibility that includes profit center responsibility for creating new services offerings to meet the needs of Solta customers globally.

Management:

• Implement and refine processes and systems for support of Solta’s products worldwide in accordance with applicable internal and governmental quality requirements.
• Work with the global business leads to ensure appropriate Product Support and Service staffing to support the country/region customer base
• Performance reviews and objective goal setting
• Employee mentoring, development and motivation
• Analysis and reporting of service metrics and root cause data
• New product and sustaining engineering design support (reliability improvement, design for serviceability, etc.)

Product Support: 

Direct activities of the Product Support department, which has the following functionalities;

• First level Technical/product support intake from customers, affiliates and distributors through phone, email and internet
• RMA logistics support
• Manage loaner shipments and returns
• Complaint and support documentation of customer calls and transfer to Quality system complaint intake database
• Maintain a Solutions (FAQ) database for the global PS&S team
• Maintain the Installed Product database, including warranty and service agreement coverage

Technology Enablement and Customer Experience: 

Lead all activities of the Customer Experience department and establish Service Agreement pricing in US and support Service Agreement pricing OUS, to maximize the customer experience with Solta:

• Develop and manage customer experience programs
• Manage existing customer experience programs
• Work with customers to renew customer experience programs that include warranty programs and service agreements
• Work closely with customers and commercial teams to ensure there is continuity of customer experience for existing and expired service agreements by performing functional checks of systems performed prior to renewal
• Work with Vice President, Global Strategic Marketing and Services, Regional Commercial Leadership, and finance to establish customer experience programs that support customer needs and within budgetary targets.

Depot Service: 

Direct activities of the Depot Repair department with the following functionalities

• Repair, refurbishment and maintenance of RMA systems and assemblies returned to the US service depot
• Root cause analysis of systems, assemblies and consumables sent to the Depot on a complaint
• Maintenance of loaner and demo systems
• Vendor repair/refurbishment
• Service parts inventory management

Global Field Services: 

Implement and direct global customer experience activities to support the global Solta installed base:

• Solta field service:  Internal domestic and international based field service capabilities.  Establish processes, procedures and tooling to minimize the need to return product to the US service depot for repair.
• 3rd party field service:  Contract, train, support and manage domestic and international 3rd parties to perform field service.
• Support to Distributors with service training, availability of custom tooling, and Technical Support
• Service documentation (field service manuals, depot service documentation, technical service bulletins, etc)
• Service training of global service personnel including Solta personnel, distributors and third parties.

Profit Center and Budgetary Management

• Forecasting, modeling and control activities related to the developing and managing to the product support and service departmental budget.
• Define staff, facilities and other resource requirements to support the Solta customer base and account for future growth.
• Pricing of customer experience programs with gross margin appropriate for a consumable oriented business model
• Pricing of service parts for out of coverage repairs to achieve desired margins
• Accurate annual estimation of warranty reserves
• Monthly allocation instructions to Accounting in accordance with a Cost Center department
• Establish and maintain loaner assets to support country/region needs
• Accurate capture of costs to warranty and non-warranty activities

Qualifications:

• Requires a minimum of a Bachelors.
• Minimum of 5 years managing product support and service involving capital equipment or instrumentation.
• New product introduction experience preferred. 
• Experience working within a rigorous quality system environment (ISO, FDA cGMP/QSR, risk management, regulatory affairs, design control)
• Previous experience with and accountability for overseeing and managing a budget.
• Strong collaboration, team building, and development skills.
• Experience working in an ESD type environment.

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 for this role is 150 – 225.

Benefits package includes a Comprehensive Medical (includes Prescription Drug), Dental, Vision, Health Savings Account with company contribution, Flexible Spending Accounts, 401(k) matching, discretionary 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.

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This position may be available in the following location(s): US - Bothell, WA

Bausch Health Companies Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. 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.

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.

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