Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better.

Our comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our 170-year history. We have a significant global research, development, manufacturing, and commercial footprint of approximately 13,000 employees and a presence in approximately 100 countries, extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health in the future.

Objective:

This position is responsible for the daily guidance of the Product Support Call Center personnel, including functions of; Customer Service, Billing & Credits, Field Service scheduling and Dispatching, International orders, Upgrade/MOB/Installation planning, Trade show activity, Customer issues, Customer returns, Capital Equipment & Service Logistics, and Service Administration.

Responsibilities:

• Provides direction for the Service Call Center function including assisting the Service Manager in professional and career enhancing skills, determination of departmental goals, assignment of responsibilities and activities, establishment of employee performance expectations and measurement of performance outcomes.

• Leads the expectations for handling customer calls, dispatching of field service personnel, billing and credits, logistics of equipment and service parts, and providing an escalation point for employees when needed.

• Provide input for strategic planning for department and service organization. Participate in development of Service plans for new product launches, upgrades, and product retirement team projects. Promote open and timely communication to the team regarding company, department, and project information.

• Assist Service Manager in staffing activities such as recruiting, hiring and separation of employees. Collaborate with direct management and Human Resources function.

• Through collaboration with direct manager, maintain a comprehensive understanding of annual cost center budgeting and responsibly manage spending throughout each fiscal year.

• Develop and implement effective and efficient methods related to all functional activities within the Call Center department. Develop policies and procedures to support continuous improvement for department and overall service organization.

• Generate reports for data analysis and submit monthly key operating metrics.

• Maintain a working knowledge of regulatory requirements that impact the departments’ ability to conduct business. This includes collaboration with direct management, Regulatory and Quality company functions.

• Provide support and guidance for complex logistics of capital equipment and service parts.

• Provide process and procedural training for employees within department.

• Help enforce company standards and policies

• In addition to the listed duties, the incumbent is normally expected to perform other similar related duties as assigned.

Requirements:

• Bachelor’s degree in Business Administration or related field.

• Minimum 5 years' experience in related fields, with a working knowledge of customer service, product repair support and administration, billing, and invoicing.

• Experience providing lead support and direct daily efforts of a variety of personality types.

• Working knowledge of computer, basic Microsoft Office suite – (Outlook, Word, Excel, PowerPoint).

Preferred:

• Healthcare industry experience, record of increasing job scope and responsibilities.

• SAP, SalesForce, ServiceMax.

• Ability to understand strategy and translate into required work output.

• Ability to build strong teams and provide results.

• Excellent organization skills.

• Self-starter.

• Problem solving.

• Ability to prepare and analyse business reports.

• Ability to make sound cost effective decisions independently.

• Ability to prioritize and multi-task in a fast pace customer service team oriented environment.

• Excellent oral and written communication skills.

• Excellent customer service – telephone skills.

• Ability to work well with others and exercise good judgement.

We offer competitive salary & excellent benefits including:

• Medical, Dental, Eye Health, Disability and Life Insurance begins on your hire date

• 401K Plan with company match and ongoing company contribution

• Paid time off – vacation (3 weeks - prorated upon hire), floating holidays and sick time

• Employee Stock Purchase Plan with company match

• Employee Incentive Bonus

• Tuition Reimbursement (select degrees)

• Ongoing performance feedback and annual compensation review

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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 Bausch+Lomb's Job Offer Fraud Statement (https://hcm2preview.sapsf.eu/bauschhealT4/Bausch_job_posting_statement.docx) .

Our Benefit Programs: https://www.bausch.com/careers/benefits/

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.