Product Support Specialist

1 week ago

Sydney, New South Wales, Australia Bausch + Lomb Full time
LOCATION - CHATSWOOD


The Solta Product Support Specialist, APAC (Australia) provides 1st level troubleshooting and technical support to customers and assists the APAC country 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.

In addition to providing technical support, this role will work closely with the commercial team to support customer service tasks


The following are meant to be representative but not necessarily all inclusive of the duties and responsibilities for this position title.


  • Utilize, FAQs, Solution Scripting Guides and Knowledge Bases.
  • Assist Solta Service team with Solta product repair advice including field and depot repair.
  • 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 Manager for immediate action or for future improvement.
  • Learn all product support processes and identify opportunities for process streamlining and improvement.
  • Develop and help implement strategies to increase customer satisfaction. Perform special projects as directed by Manager.
  • Coordinate and work closely with other teams and departments.
  • Backup incountry customer service calls and order processing.

Experience, Education, Training, Traits:

  • Two years' previous product support call center experience, preferably in a medical device environment.
  • High School diploma or equivalent required.
  • Tertiary education or vocational technical school certification preferred and / or equivalent related experience.
  • 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.
Personal Attributes (e.g. self-managed, decisive, energetic, attention to detail)

Reliable, honest and trustworthy

Fun and outgoing

Driven to find outcomes for stakeholders

Calm and patient in their dealings with others

Ability to build strong relationships within the team and stakeholders

An attitude of "getting involved' and "can do"

Able to effectively communicate at all levels with excellent interpersonal skills

A willingness to go the extra mile to exceed expectations as you lead from the front

Aware of behaviour types and how to modify your approach to achieve desired outcomes

Be able to express ideas in a clear and concise manner

Demonstrate solid problem-solving skills and excellent operational and people management skills.

Be able to think practically and identify significant success factors.

PSS - AUGUST 2023

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