Valeant Pharmaceuticals

  • Product Service Representative III

    Job Location US-WA-Bothell
    Job ID
    Pos. Category
    Pos. Type
    Full Time
  • Overview

    The Solta Product Support Representative II provides 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.


    • Master all product support processes.
    • Provide effective hardware, software and consumable troubleshooting assistance to customers, including distributors, via phone and email.
    • Efficient utilization of FAQs, Solution Scripting Guides and Knowledge Bases.
    • Process forward and reverse service parts and loaner shipments (RMA logistics) in a timely manner.
    • Dispatch Field Engineering Technicians for repairs in the field as require.
    • Accurately document all support activities (Cases) in the Product Support database.
    • Manage all details of a Case from start to finish, ensuring effective and timely resolution, Case closure and customer satisfaction.
    • 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 in a professional manner.
    • Perform special projects as directed.


    Experience, Education, Training, Traits:

    • Bachelor’s degree in Business Administration or equivalent related experience.
    • Minimum of 5 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.
    • 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 and Expandable).
    • Exceptional customer communication and customer care skills
    • Excellent technical, analytical, interpersonal, verbal, organizational and   communication skills.
    • Proficiency with MS Excel, Word, etc.
    • Quick, high productivity contributor.
    • Professional customer care attitude and team player mindset are necessary.
    • Excellent references and work history.

    Language and Verbal Skills
    Individual must have excellent verbal and written communication skills and a demonstrated ability to communicate clearly and professionally.

    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.

    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.

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