Senior Director Global Product Experience (Medical Device)
Bausch Health
- Bothell, WA
- Permanent
- Full-time
- 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.)
- 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
- 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.
- 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
- 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.
- 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
- 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.